I’d like more control over how the Ticket description property is populated while using Help Desk.
Current behavior
For inbound tickets created from emails, the Ticket description is populated with the raw email body, which is the behavior we need.
However, when creating an outbound ticket through, Help Desk AI automatically populates the Ticket description with an AI-generated summary instead.
At the moment, the only way to prevent this seems to be disabling generative AI globally, which would also disable other AI features that I need.
Why this is a problem
We use Ticket description as a reliable record of the actual message content for workflow automations.
Having different behavior for inbound and outbound tickets makes this property inconsistent and less reliable for reporting, workflows, and internal processes.
Suggested improvement
Allow admins to configure how Ticket description should be populated, for example:
-
Raw email body
-
AI-generated summary
Ideally, admins should also be able to decide whether AI is allowed to populate or modify specific ticket properties at all.
It would also be useful to configure this behavior separately depending on how the ticket is created, such as inbound email, outbound email, forms, chat, calls, etc.
This would let teams keep using Help Desk AI where it adds value while maintaining control over critical ticket data.