I'm trying to find a way to “resolve and create a ticket” in a chat bot.
I have linked Freshdesk and Freshsales suite, but it appears to be all or nothing. i.e. ALL conversations are resolved as tickets or the agent has to do it manually.
Is there a way to create a ticket based on chat input for some chatbot flows and not others?
example scenario:
Client requests a call from a support team member - the chatbot creates a ticket in helpdesk and resolves the chat.
Yes, it is possible to create a ticket based on chat input for specific chatbot flows while resolving the chat at the same time. To achieve this, you'll need to customize the behavior of your chatbot based on the user's request. Here's a general outline of how you can do it:
Identify the trigger: In your chatbot's flow, identify the specific user input that indicates a request for a call from a support team member. This could be a specific keyword or phrase such as "request a call" or "need assistance over the phone."
Integrate with Freshdesk: Utilize the Freshdesk API to programmatically create a ticket with the relevant details. You'll need to pass the client's information, request details, and any other relevant data to create the ticket.
Resolve the chat: After creating the ticket, you can use the chatbot's functionality to resolve the current chat conversation with the user. This can be achieved using appropriate chatbot commands or API calls to the chat platform.
Handle other flows: For other chatbot flows where you don't want to create a ticket, simply avoid triggering the Freshdesk integration. Handle those flows according to your normal chatbot logic without creating or resolving any tickets.
Many thanks - it appears there is something wrong with the link between FreshDesk and Freshsuite causing the APIs to fail.
The link between FreshDesk and Freshsuite seems to be malfunctioning, leading to API failures. It's crucial to investigate the root cause promptly to restore seamless communication between the two systems. API failures can disrupt workflow and hinder essential customer support processes. Timely resolution is essential to ensure a smooth experience for users and to maintain the efficiency of both FreshDesk and Freshsuite platforms.
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