Please give a quick overview of your product feature request or feedback, and note who in your organisation is affected by this issue [e.g. agents, admins, customers, etc.]
Provide a supported way to set ticket form, group, and custom fields on AI-agent-only messaging tickets (native_messaging) that resolve without escalating to a human, scoped dynamically per bot, procedure, or tag. This affects admins (who can't configure workflows for these tickets), agent teams and team leads (who rely on correct form and group routing), and operations/reporting staff (who need accurate Explore data). In our large, multi-brand instance, it touches every team we put on AI messaging.
What problem do you see this solving?
It would let bot-resolved conversations carry the correct form, owning group, and source field so they can be routed and reported on accurately, instead of landing as read-only tickets we can't classify. It would also let AI messaging scale to multiple teams that each require a different form.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur, and how does this impact your business?
This affects us daily, on every chat our bots fully resolve, which is a large and growing share of our messaging volume. Most recently, when a team asked us to log their AI-resolved chats to a dedicated form with the right group and a "Ticket source" field, we found no supported path: triggers and automations don't run on these tickets, and the AI agent's Update ticket info action can't set the form. The only lever, reordering the account-level forms list, would force one form onto all AI tickets and break the triggers and automations built on our current default, so it's unusable for us. The impact is that an extensive and increasing volume of AI-resolved tickets can't be classified into the correct form, and because the tickets are read-only, they can't be corrected afterwards either, leaving a significant blind spot in our volume and CSAT reporting.
Are you currently using a workaround to solve this problem? (If yes, please explain)
For group and custom fields, yes: the AI agent's Update ticket info CRM action can set them during the conversation. For the ticket form, there is no workaround at all, because these tickets are fully read-only: not even an admin can change the form (or anything else) after the fact, so the form stays permanently incorrect on every AI-resolved ticket.
What would be your ideal solution to this problem? How would it work or function?
Add "ticket form" as a settable field in the AI agent's Update ticket info CRM action, alongside the existing group and custom-field support, scoped per bot, procedure, or tag, and applied at ticket creation without requiring escalation. Reusing the mechanism that already sets group and fields keeps it consistent and avoids depending on triggers, which don't run on these read-only tickets.