Mark as Public Response Agent
The Mark as Public Response agent signals that a support response should be published publicly to the end user. It does not perform the publish action itself; instead, it outputs a boolean flag for downstream ticketing systems (e.g., Zendesk, Freshworks, ServiceNow) to determine visibility.
Use Cases
- Publish AI-generated replies as public comments to customers when criteria are met.
- Automatically post public responses for specific categories (e.g., password resets, FAQs).
- Route visibility rules in ticketing workflows without custom scripting.
- Convert an internal draft to a public customer-facing response when confidence is high.
- Standardize how visibility is decided across multiple ticketing platforms.
Inputs
None.
Outputs
| Output | Type | Description |
|---|---|---|
should_publish_publicly | Boolean | Flag indicating the response should be public. Downstream ticketing connectors consume this flag to publish the reply as a customer-visible comment rather than an internal note. |
Configurations
None. Place this agent behind trigger conditions on specific ticket categories that should allow public responses, and map the should_publish_publicly output to the "Public Response" output of your Agent Assist workflow.
How to Use This Agent
ticket_trigger -> knowledge_search -> respond_using_search_results -> mark_as_public_response(true) -> workflow_outputRelated Agents
- Send Email -- for sending responses via email rather than ticket comments.
- Human Collaboration -- for routing to a human reviewer before publishing.