Use case: help contacts to easily differentiate chats created from support bots in web apps. It would be useful if we could insert Ticket tokens like "Ticket name" in the last message that's seen in the chat widget window after a chat closes.
Workaround for now: have bot ask visitor a question to store the topic in a custom contact property (e.g. "Ticket topic") > Insert this contact token into the last message of the bot
I spent a few hours working with someone from HubSpot trying to see if we could come up with a way to set a ticket propery (URL where the issue is occuring) based on asking a question in the chatflow.
We weren't able to get it to work because you can't set ticket properties from a chatflow or copy contact properties to a ticket property.
I support this idea. So far we have to use a work around by creating both contact properties and ticket properties and copy the value from contact to ticket with a workflow. Difficult to maintain, and very easy to get lost and loose control.
I'm glad there's a couple workarounds for this, but like @KjerstiBakke said it's difficult to maintain, easy to get lost, and feels unnecessary to build out workflows for a feature that feels like it should be native to a chatbot. It doesn't make sense in a lot of cases to store ticket categories/responses in a contact record. Definitely upvoting this one!