Service CRM Ticket Field Enrichment with AI

Sri Sudhan

Updated 02 Jun 2026 | 04:25 PM

1. Feature Overview

Based on a ticket’s properties and the AI prompt you configure, our AI system automatically assigns values to ticket fields. For example, you can add a prompt to the Priority field that directs the system to assign High priority to a ticket when it detects keywords like “immediately” and “unacceptable” in the customer’s communication. This ensures urgent tickets are categorised consistently without requiring manual intervention.

2. Prerequisites

• You must be an admin user to configure ticket fields in your account.
• To enable this feature on your account, contact your account manager, or write to scsupport@leadsquared.com.

3. Configure the AI Prompt

When configuring Ticket Fields, follow the steps listed below –

1. Navigate to My Profile>Settings>Service Cloud>Service Cloud Settings, and click Ticket Fields and Form Configuration.
2. Edit an existing field or click Add Field.
3. On the Create/Update Custom Field pop-up, enable the slider alongside Auto-fill using AI.
   • For dropdown ticket fields, under AI Description, next to a specific value, enter a prompt that instructs the system when to assign the value. For example, in the Priority ticket field, add a prompt to the “High” option that directs the system to assign High priority to a ticket when it detects keywords like “immediately” and “unacceptable” in the customer’s message.
   • For textbox ticket fields, under AI Extraction Instruction, enter a prompt that instructs the system what information to extract from the ticket and populate in the field. For example, in the Reference ID ticket field, add a prompt that directs the system to extract the order reference ID from the customer’s message.
4. Once you’re done, click Save. When a new ticket satisfies the configured prompts, the system performs the intended action.

Any Questions?

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