> ## Documentation Index
> Fetch the complete documentation index at: https://support.myaskai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Change ticket status or assignment after an AI action

> Use My AskAI tags and properties to run helpdesk workflows after a reply, handover, or blocked topic.

First, identify the signal that your helpdesk receives. Read [See what the AI agent did to a ticket](/start-here/playbooks/see-what-the-ai-agent-did-to-a-ticket) for the exact tags and properties.

Add each new rule after the My AskAI rule. Add a condition or action that prevents the new rule from running more than once.

## Intercom

For a handover, use the built-in assignment setting:

1. In the Dashboard, go to **Helpdesk & Channels > Intercom**.
2. Find **Assign to Team Inbox on escalation**.
3. Select the Intercom team inbox.
4. Save the setting.

For other actions, create an Intercom workflow that waits for three minutes and then checks the tag:

* Use `AI human handover` after a handover.
* Use `AI topic blocked` after a blocked topic.

After the tag check, assign the conversation, change its priority, or run another Intercom action. Read [Run an Intercom workflow after a handover](/features/channels/intercom/human-escalation-workflows).

Direct AI replies remain unassigned in Intercom.

## Zendesk tickets

Create a Zendesk trigger for each result that needs an action:

* Handover: require `human-handover-requested`.
* Topic blocked: require `ai-agent-tag-blocked`.
* Direct reply: require `ai-agent-replied` and exclude `human-handover-requested`.

Place each trigger after the My AskAI trigger. Use the trigger action to change the status, group, assignee, or priority.

Add a condition that becomes false after the first run. This condition prevents a later human update from running the trigger again.

## Zendesk Messaging

AI-agent tickets are read-only until Zendesk escalates them to a person. Normal triggers cannot change an AI-agent ticket.

After handover, use the `human-handover-requested` tag in a normal Zendesk trigger. AI Tagging and Note replies are not available for Zendesk Messaging.

## Freshdesk

Create **Ticket Updates** automations after the My AskAI automation:

* Handover: require `human-handover-requested`.
* Topic blocked: require `ai-agent-tag-blocked`.
* Direct reply: require `ai-agent-replied` and exclude `human-handover-requested`.

Use the automation action to change the status, group, assignee, or priority. Add a condition that prevents a later human update from running the automation again.

## Freshchat

Create the `ai_chat_status` conversation property before you create an automation. Read [Freshchat](/features/channels/freshchat) for the property setup.

Use one of these values as the automation condition:

* `human-handover-requested`
* `ai-agent-tag-blocked`
* `ai-agent-replied`

Use a Conversation Assignment Rule for assignment changes. For other ticket actions, install [Freshworks Advanced Automations](https://www.freshworks.com/apps/advanced_automations/).

## Gorgias

In Gorgias, go to **Workflows > Rules > Create custom rule**. Use the My AskAI tag as the rule condition:

* Handover: require `human-handover-requested`.
* Topic blocked: require `ai-agent-tag-blocked`.
* Direct reply: require `ai-agent-replied` and exclude `human-handover-requested`.

Use the rule to assign a team, assign an agent, change the status, or add another tag. Add a condition or marker tag that prevents the rule from running twice.

Read the [Gorgias Rules guide](https://docs.gorgias.com/en-US/create-rules-to-take-automatic-actions-on-tickets-81746).

## HubSpot

For direct replies, the AI agent assigns the conversation to itself. On handover, the AI agent unassigns itself.

If your HubSpot plan supports conversation workflows, use a workflow to assign the conversation to an inbox or owner. Read [Assign a HubSpot conversation owner in a workflow](https://knowledge.hubspot.com/inbox/assign-a-conversation-owner-in-a-workflow).

HubSpot does not support AI Tagging.

## Related playbooks

* [See what the AI agent did to a ticket](/start-here/playbooks/see-what-the-ai-agent-did-to-a-ticket)
* [Auto-close or archive AI-handled tickets](/start-here/playbooks/auto-close-or-archive-ai-handled-tickets)
* [Prevent AI replies to certain topics](/start-here/playbooks/prevent-ai-replies-to-certain-topics)