See what the AI agent did to a ticket

Each helpdesk records AI replies, Notes, handovers, and blocked topics differently. Use the section for your helpdesk.

Intercom

Outcome	What you see
Direct reply	A customer-visible reply. The conversation remains unassigned and no reply tag is added.
Note	A Note that only agents can see.
Handover	A Note and the `AI human handover` tag.
Topic blocked	A Note and the `AI topic blocked` tag.

Zendesk Messaging

Outcome	What you see
Direct reply	A customer-visible reply in the Messaging conversation.
Note	Zendesk Messaging does not support Note replies.
Handover	The `human-handover-requested` tag. The conversation passes to human agents.
Topic blocked	Zendesk Messaging does not support AI Tagging.

Zendesk creates a read-only AI-agent ticket until the conversation passes to a person. Read Zendesk Messaging ticket behavior.

Zendesk tickets

Outcome	What you see
Direct reply	A customer-visible reply and the `ai-agent-replied` tag.
Note	A Note and the `ai-agent-replied-note` tag.
Handover	A Note and the `human-handover-requested` tag.
Topic blocked	A Note and the `ai-agent-tag-blocked` tag.

Gorgias

Outcome	What you see
Direct reply	A customer-visible reply and the `ai-agent-replied` tag.
Note	An internal Note that only agents can see.
Handover	A Note and the `human-handover-requested` tag.
Topic blocked	A Note and the `ai-agent-tag-blocked` tag.

Freshdesk

Outcome	What you see
Direct reply	A customer-visible reply and the `ai-agent-replied` tag.
Note	A Note that only agents can see.
Handover	A Note and the `human-handover-requested` tag.
Topic blocked	A Note and the `ai-agent-tag-blocked` tag.

Freshchat

Freshchat uses the AI Chat Status conversation property. Create this property before you use it for views or automations.

In Freshchat, go to Admin Settings > Configuration and Workflow > Conversation Properties.
Create a Dropdown property named AI Chat Status.
Set the internal name to ai_chat_status.
Leave the choices empty.

Outcome	What you see
Direct reply	A customer-visible reply and `AI Chat Status = ai-agent-replied`.
Note	A Note that only agents can see.
Handover	A Note and `AI Chat Status = human-handover-requested`.
Topic blocked	A Note and `AI Chat Status = ai-agent-tag-blocked`.

Read Freshchat for the AI Chat Status setup.

HubSpot

Outcome	What you see
Direct reply	A customer-visible reply. The AI agent assigns the conversation to itself.
Note	A comment that only agents can see.
Handover	A Note and the AI agent unassigns itself from the conversation.
Topic blocked	HubSpot does not support AI Tagging.

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See what the AI agent did to a ticket

Intercom

Zendesk Messaging

Zendesk tickets

Gorgias

Freshdesk

Freshchat

HubSpot

​Intercom

​Zendesk Messaging

​Zendesk tickets

​Gorgias

​Freshdesk

​Freshchat

​HubSpot

​Related playbooks

Intercom

Zendesk Messaging

Zendesk tickets

Gorgias

Freshdesk

Freshchat

HubSpot

Related playbooks