Use Agents to configure the agent's profile and instructions for incoming ticket updates.

Edit the agent profile

1. Select your workspace and open Agents.
2. Open Profile.
3. Edit the agent's name, tone, or instructions.
4. Save the edited field.

Configure incoming ticket updates

1. Open Actions.
2. Enter instructions for how the agent should update fields on new tickets.
3. Specify whether changes should be suggested for review or applied automatically.
4. Save the instructions.

The wording of these instructions determines whether field changes are suggested or automatic. Clear the instructions to turn off this incoming-ticket field-update behavior.

Profile and field-update instructions do not control automatic reply sending. Clearing field-update instructions does not turn off other agent functions.