TABLE OF CONTENTS

• Prerequisites
• Overview
• Admin experience
  • Add fields for suggestions
  • Select the learning model for a field
  • Enable automatic model switching
  • Preview suggestions
  • Publish the configuration
• Agent experience
  • Review suggested values
  • Accept suggested values
  • Override a suggestion for an individual field
• Example instructions for common ticket fields
• Frequently asked questions

This article explains how to set up and use the Ticket Field Suggester, a Freddy AI Copilot feature that recommends values for ticket fields, including priority, category, group, and more. It covers how admins configure the feature in AI Agent Studio and how agents review, accept, or override the suggested values on a ticket.

Prerequisites

Before you set up or use the Ticket Field Suggester, ensure that you meet the requirements for your role:

• For admins: You must have admin access to AI Agent Studio to configure the Ticket Field Suggester.

• For agents: You must have the following:

  • An active Freddy Copilot license assigned to you.

  • The Ticket Field Suggester enabled and configured by an admin.

  • Access to the ticket that you want to review or update.

Overview

When a ticket is created, agents often need to set fields such as priority, category, group, and impact. Manually setting these values for every ticket can be time-consuming and can result in inconsistent values across the team.

The Ticket Field Suggester uses AI Copilot to analyze a ticket's subject and description and recommend values for the fields configured by an admin. Agents can review the suggestions in the ticket's Properties panel and apply the values they want.

The Ticket Field Suggester supports the following AI models:

• Instructed model: Generates suggestions based on the guidelines configured for a field. Use this model when you can clearly define how AI Copilot determine the field value.

• Self-learning model: Generates suggestions by learning from historical ticket data. Use this model when your team has a large volume of resolved tickets that AI Copilot can learn from.

Note: AI Copilot continuously compares the accuracy of both models for each field. When automatic model switching is enabled, a field automatically switches to the model that performs at least 5% better.

Admin experience

Admins can configure the Ticket Field Suggester from AI Agent Studio. You can add fields, configure the instructions used to generate suggestions, select the AI model for each field, preview suggestions, and publish the configuration.

Add fields for suggestions

Add the ticket fields for which you want AI Copilot to generate suggested values.

1. Go to AI Agent Studio > Copilot agent > Ticket Field Suggester.

2. Click the Configure icon for Ticket Field Suggester.
   

3. On the Fields tab, click + Add fields.
   

3. Add the ticket fields for which you want AI Copilot to generate suggestions, and enable them.

4. For each field, click Configure and define the instructions that AI Copilot use to generate suggestions.
   

5. Turn on the toggle next to the field to enable suggestions.
   

Note: If you have not added any fields, the Fields tab displays an empty state where you can add your first field.

Select the learning model for a field

After you enable a field, select the learning model that should generate its suggestions. You can also review the current accuracy of the field's suggestions.

1. On the Fields tab, locate the field that you want to configure.

2. Under Model, select Instructed or Self-learning from the dropdown.
   

3. Review the Accuracy column to evaluate how reliably the model generates suggestions.
   Fields with low accuracy are marked Needs attention.

Enable automatic model switching

You can allow AI Copilot to automatically switch a field to the model that provides better results. This eliminates the need to compare models and switch them manually.

1. On the Ticket Field Suggester page, go to the Settings tab.

2. Turn on Auto switch to Self-learning model.
   

Note: You can update this setting only on the live version of the Ticket Field Suggester.

By default, the Ticket Field Suggester uses the ticket's subject and description to generate field suggestions.

When a field becomes eligible for the Self-learning model, you receive an email notification. The notification depends on whether automatic model switching is enabled:

• If automatic model switching is enabled, you receive an email titled We switched of your fields to the Self-learning model. The email includes an accuracy comparison for each affected field.

• If automatic model switching is disabled, you receive an email titled of your fields eligible for the Self-learning model. The email includes a link that you can use to switch the fields manually.

Preview suggestions

Before publishing your configuration, preview the suggestions to verify how they will appear to agents. 

To preview auto-suggested fields, follow these steps:

1. Go to AI Agent Studio > AI Copilot > Ticket Field Suggester.

2. Click either the Fields or Settings tab.

3. Click Preview at the bottom-left of the page.

4. In the Preview panel, search for a ticket with its subject or ticket ID.
   
   
   

5. Review the Output section. It displays the predicted value, confidence percentage, and model used for the prediction.
   

4. Turn on Compare with live to compare your draft configuration with the configuration currently in use.

Note: You cannot preview suggestions if you do not have permission to access tickets. The preview displays a message asking you to contact your admin for access.

Publish the configuration

Save your configuration as a draft if you want to continue working on it without making the changes available to agents. Publish the configuration when you are ready for agents to start receiving suggestions.

• Click Save draft to save the configuration without making it available to agents.

• Click Publish to make the configuration live and enable suggestions for the configured fields.
  

Agent experience

Agents can view AI-suggested values for the fields enabled by an admin directly in the ticket's Properties panel. You can review the suggestions, apply selected values, or override an individual suggestion.

Review suggested values

Review the suggestions generated by AI Copilot before applying them to the ticket.

1. Open the ticket.

2. In the Properties panel, expand AI suggestions. The section displays the fields for which AI Copilot has generated suggestions and the number of suggestions currently selected.
   

Each suggestion displays the field name, recommended value, and a checkbox that you can use to select or clear the suggestion.

Accept suggested values

Select the suggestions that you want to apply to the ticket.

1. Select the checkbox next to each suggestion that you want to apply.
   All suggestions are selected by default.

2. Click Accept to populate the selected values in the corresponding Properties fields without saving them to the ticket.
   Alternatively, click the arrow next to Accept and select Accept and update to populate the values and save them to the ticket immediately.
   

3. If you clicked Accept, review the populated values in the Properties fields and click Update to save the changes to the ticket.
   

Note: Suggestions that you do not select remain unchanged. You can also edit any field manually before clicking Update.

Override a suggestion for an individual field

You can override a suggestion for a single field directly from the field's dropdown instead of using the AI suggestions section.

1. Next to the field marked with a sparkle icon, click the dropdown.

2. Under AI suggestion, review the value recommended by AI Copilot. The recommendation appears above the field's regular options.
   

3. Select the AI-suggested value or select a different value from the list.
   
   

4. Click Update to save the changes to the ticket.

When a new reply is added to the ticket, AI Copilot reevaluates the fields and generates updated suggestions. The suggestions appear the next time you open the ticket. AI Copilot generates these suggestions only once after each new reply, so the suggestions do not continue to reappear after you have already reviewed them.

Example instructions for common ticket fields

You can use the following examples as a starting point when configuring instructions for the Instructed model. When writing instructions, follow these guidelines:

• Write one rule per line. Each rule should map a condition to a specific field value.

• Use the exact field values configured in your Freshservice account.

• Include instructions for every possible field value. If a value is not covered, AI Copilot will not suggest it.

• If two field values have similar meanings, specify when to use each value.

• Add a fallback rule for cases that do not clearly match another condition.

Urgency

Use the following instructions to classify the urgency of a ticket:

If the issue prevents the user from completing a critical business task, set Urgency to High.

If the issue significantly impacts the user's work but has an available workaround, set Urgency to Medium.

If the issue has minimal impact on the user's work and does not require immediate attention, set Urgency to Low.

Priority

Use the following instructions to classify the priority of a ticket:

If the issue causes a complete outage affecting an entire department or a revenue-generating system, set Priority to Urgent.

If the issue causes significant disruption to a team or a business-critical application with no workaround, set Priority to High.

If the issue affects a single user or a small group and a workaround is available, set Priority to Medium.

If the issue is a minor inconvenience, a cosmetic defect, or a general inquiry, set Priority to Low.

Impact

Use the following instructions to classify the impact of a ticket:

If the issue affects an entire organization, multiple departments, or a company-wide service, set Impact to High.

If the issue affects a single department, a specific team, or a shared service used by a group, set Impact to Medium.

If the issue affects only a single user or a single workstation, set Impact to Low.

Group

Use the following instructions to route tickets to the appropriate support group:

If the issue is related to network connectivity, VPN, Wi-Fi, or firewall access, set Group to Network Team.

If the issue is related to laptops, desktops, monitors, keyboards, or other hardware, set Group to Desktop Support.

If the issue is related to email, Microsoft 365, Google Workspace, or collaboration tools, set Group to Messaging and Collaboration.

If the issue is related to Active Directory, password resets, account lockouts, or user provisioning, set Group to Identity and Access Management.

If the issue is related to SAP, Oracle, Salesforce, or any business application, set Group to Enterprise Applications.

If the issue is related to printers, scanners, or telephony equipment, set Group to Facilities IT.

If the issue does not clearly match any of the above, set Group to IT Service Desk.

Note: Replace the field values in these examples with the values configured in your Freshservice account. Use the Preview feature in AI Agent Studio to test your instructions against real tickets before publishing.

Frequently asked questions

The following answers address common questions about the Ticket Field Suggester.

1. Why don't I see AI suggestions on my ticket?

The Ticket Field Suggester displays suggestions only for fields that an admin has enabled and configured with instructions. A field does not display a suggestion if its toggle is disabled or if its suggestions have not reached the required accuracy.

2. What happens if I select a field's checkbox but don't click Update?

Clicking Accept only populates the suggested value in the Properties panel. The change is not saved to the ticket until you click Update. If you navigate away from the ticket before clicking Update, the change is lost.

3. Do AI suggestions reappear after I reply to a ticket?

Yes. When a new reply is added, AI Copilot reruns the Ticket Field Suggester and displays refreshed suggestions the next time you open the ticket. This occurs only once for each new reply, so suggestions that you have already accepted and updated are not overwritten.

4. What's the difference between the Instructed and Self-learning models?

The Instructed model generates suggestions based on the guidelines configured by an admin. The Self-learning model generates suggestions by learning from historical ticket data. Admins can compare the accuracy of both models and switch between them.

5. Can a field's AI model change automatically?

Yes, but only when an admin enables automatic model switching in Settings. When enabled, a field automatically switches to the Self-learning model if it performs at least 5% better than the Instructed model. The admin receives an email notification when this happens.