> ## 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.

# See what the AI agent did to a ticket

> Use helpdesk replies, Notes, tags, properties, and assignments to identify each AI action.

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](/features/channels/zendesk/zendesk-messaging#are-tickets-automatically-created-for-conversations-when-the-ai-replies-in-zendesk-messaging).

## 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.

1. In Freshchat, go to **Admin Settings > Configuration and Workflow > Conversation Properties**.
2. Create a Dropdown property named **AI Chat Status**.
3. Set the internal name to `ai_chat_status`.
4. 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](/features/channels/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.                                       |

## Related playbooks

* [Change ticket status or assignment after an AI action](/start-here/playbooks/change-ticket-status-or-assignment-after-an-ai-action)
* [Auto-close or archive AI-handled tickets](/start-here/playbooks/auto-close-or-archive-ai-handled-tickets)
* [Improve a specific AI response](/start-here/playbooks/improve-a-specific-ai-response)