Tag ai_agent_automated_resolution on tickets initially reported as resolved by a requester but ultimately reopened and handled by human agents | Community
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Tag ai_agent_automated_resolution on tickets initially reported as resolved by a requester but ultimately reopened and handled by human agents

  • November 27, 2025
  • 1 reply
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A

Context: The tag ai_agent_automated_resolution is automatically added when a ticket is marked as resolved by a requester.


Problem 1: It is added even if, in the meantime, the requester or an agent reopens the ticket and public replies are exchanged. This happens regardless of whether the ticket is resolved or not. 
Problem 2: It is not removed if, after resolution, the requester or an agent reopens the ticket and public responses are exchanged. This is true even if the ticket is set to Incident Type and Resolved by a Problem ticket (the tag should be automatically removed either when the ticket is reopened or when the next public response is made by an agent).


Underlying problem: tickets are considered resolved by AI even though the final response is provided by a human agent. 
= AI resolution is counted in the automatic resolution counter (unless I am mistaken).


Solutions: change the criteria for adding the ai_agent_automated_resolution tag and create system triggers that remove the tag when a human agent takes over

      1 reply

      N
      • Nestul
      • January 27, 2026

      The main or core issue here is that the ai_agent_automated_resolution tag is applied too early and never removed when a human agent intervenes. To fix this, I’d adjust the trigger logic so the tag is only added if the ticket remains resolved without any subsequent agent or requester responses. 

       

      Then, create a system trigger that automatically removes the tag whenever a human agent posts a public reply or the ticket is reopened. This ensures AI resolutions are only counted when the AI actually resolves the ticket fully, not when humans end up handling it afterward.

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