Last updated: 2025-12-17

Source: https://support.freshdesk.com/support/solutions/articles/50000010667-troubleshooting-issues-with-email-ai-agent

This article provides a comprehensive guide to troubleshooting common issues with the Email AI Agent, based on real-world scenarios and solutions.

This article contains,<br>- Common Issues and Solutions <br> - 1\. Email AI Agent Not Triggering<br> - 2\. Incorrect Article Suggestions<br> - 3\. Ticket Status Not Updating<br> - 4\. Email AI Agent Triggering Unnecessarily<br>- Proactive Issue Detection

Common Issues and Solutions

1\. Email AI Agent Not Triggering

Symptoms:

  • The Email AI Agent does not send any response when an email is received.
  • The bot does not suggest relevant articles even when keywords are present.

    • Possible Causes and Solutions:

  • Language Settings:

    • - Ensure that the language of the incoming email matches one of the supported languages for the Email AI Agent. Supported languages include English, Spanish, German, French, Dutch, Italian, Portuguese/Portugal, Portuguese BR, Russian, Italian, Polish, Turkish, Czech, Danish, Finnish, Norwegian, Japanese, Korean, Chinese (simplified), Chinese (traditional), Thai, Vietnamese, Spanish (ES), Swedish. - The contact language does not match the query language. - Knowledge Base is not linked to the portal - Action: Add a supported language under Helpdesk settings if necessary.

  • Article Visibility:

    • - The Email AI Agent can only suggest articles that are visible to "All Users." - Action: Check the visibility settings of your solution articles and ensure they are set to "All Users".

  • IP Whitelisting:

    • - If IP whitelisting is enabled in your Freshdesk account, ensure that the IP addresses from which the Email AI Agent operates are whitelisted. - Action: Whitelist the IP 3.7.39.19 for the India region or any other relevant IPs provided by Freshdesk support.

  • Race Condition:

    • - In rare cases, a timing conflict in Freshdesk may stop the Email AI Agent from triggering as expected. - Action: If this occurs intermittently, wait a few minutes and try again. Our team is working to make the experience more consistent.

    2\. Incorrect Article Suggestions

    Symptoms:

  • The Email AI Agent suggests articles that are not relevant to the query.
  • The bot does not suggest the most appropriate article even when keywords are present.

    • Possible Causes and Solutions:

  • Article Visibility:

    • - The bot will only suggest articles visible to "All Users." - Action: Ensure that the most relevant articles are set to "All Users" visibility.

  • Confidence Score:

    • - The bot may not suggest articles if the confidence score is low. - Action: Review and update your solution articles to ensure they are comprehensive and relevant to common queries.

    3\. Ticket Status Not Updating

    Symptoms:

  • The Email AI Agent suggests articles and indicates that the ticket is closed, but the ticket status remains open.

    • Possible Causes and Solutions:

  • Deactivated Agents:

    • - If the requester's email address is associated with a deactivated agent, the ticket status may not update correctly. - Action: Ensure that the requester's email is not associated with a deactivated agent.

  • Automation Rules:

    • - The Email AI Agent does not automatically close tickets. Automation rules need to be set up to close tickets after the bot suggests articles. - Action: Set up automation rules in Freshdesk to close tickets based on specific conditions.

    4\. Email AI Agent Triggering Unnecessarily

    Symptoms:

  • The Email AI Agent sends responses to emails or groups that it should not respond to.
  • The bot consumes sessions even when it should not trigger.

    • Possible Causes and Solutions:

  • Condition Logic:

    • - Using "OR" logic in conditions may cause the bot to trigger more frequently than intended. - Action: Change the condition logic from "OR" to "AND" to ensure the bot only triggers when all conditions are met.

  • Email Group/Email Detection:

    • - The bot may not correctly detect groups or emails it should not respond to. - Action: Review and adjust the conditions to ensure the bot does not respond to specific groups or emails.

    Proactive Issue Detection

  • When enabling the Email AI Agent, validate KB link visibility, language settings, reply server configuration, and published articles in the selected language.
  • Inform users about new template availability while allowing them to retain existing templates.
  • Regularly review session consumption to ensure the Email AI Agent is functioning as intended without exceeding limits.