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Allow support bots to record ticket properties.

: Idea Submitted
MattBaker
Submitted by MattBaker on ‎09-27-2019 05:49

Support bots for live chat should be given the functionality to record additional information such as ticket properties and the company of the contact.

 

For example, when a user submits a ticket via a support bot, a series of custom questions could be asked by the bot to fill out set fields on tickets.

 

This would allow for better ticket creation and automation, preventing support staff from having to gather basic information.

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1 Reply
DanLeBlanc
DanLeBlanc
New Contributor
‎11-14-2019 02:23

Definitely something that would help, as I am considering not using the chat bot to create a ticket, but rather end with a message stating, "go here to submit a ticket" and point them to the form. Not ideal.