Setting up smart AI agents
Test & Publish
Create test cases, test with your own text and manage versions
Tip
Before an AI agent works with real tickets, it can be tested on sample tickets and with your own text. The Version History records every saved change and lets you undo it.
Test cases
In the Test & Publish tab, Test cases lists existing tickets on which the AI agent is checked. They also show the AI which requests belong to this AI agent, and so improve detection.
- Add test case adds a ticket by its ticket ID.
- For each test case, the table shows Ticket ID, Ticket summary and whether it is Used.
Good test cases cover the normal case, typical variants and edge cases – including tickets for which the AI agent should not be responsible.
Trial run
The test area has two tabs:
- Sample Tickets: The AI agent processes a test case ticket; the result can be compared with the expected processing.
- Own text: Enter sender, subject and text freely and try it out with Test – ideal for checking new phrasings or edge cases for which there is no ticket yet.
Info
For systematic tests across many tickets and AI agents, there are test cases and test runs in the AI control center.
Version History
Every saved change creates an entry in the Version History – created, changed, deleted or restored. Restore brings back an earlier state; the restore itself appears as a new entry.
Transferring between environments
Export saves an AI agent as a file; Import under Settings → AI Agent Team creates it in another environment – for example, to set it up on a test environment first.