topic Tickets created from Chats - Automation in Pipeline in Tickets & Conversations

Tickets created from Chats - Automation in Pipeline

BGrebe — Thu, 29 Sep 2022 22:42:33 GMT

I have built a pipeline to handle our Ticket Workflow and have hit a wall when it comes to Tickets that were built from a Chat.

As long as we exclude Chats from the Source Enrollment, then our Automation with Tasks works great, except that any Tickets created from chats, then do not have automated Tasks.

When Chats are included as a source, then the entire automation breaks down and no tasks generate on any of the tickets enrolled in the pipeline.

Wondering if anyone has experience with this issue and if they were able to resolve it.

Re: Tickets created from Chats - Automation in Pipeline

CateDuarte — Fri, 30 Sep 2022 14:52:54 GMT

HI @BGrebe just to see if I understood correctly

A. when you add Chat to the sources in doesn't create tasks for these tickets but creates for other sources

B. when you add Chat it doens't create the tasks for the other sources but creates for chat

Any of these options?

Also, are you using a Chatflow?

Tks

Re: Tickets created from Chats - Automation in Pipeline

BGrebe — Tue, 24 Jan 2023 20:36:10 GMT

It is neither A or B, when I add Chats to the source, NONE of my tickets in the workflow generate the tasks.