Skip to main content
Closed for Voting

Mint BOT should not create a ticket with no fields filled out = more work

Related products:Freshdesk
  • June 6, 2018
  • 4 replies
  • 21 views
D
Contributor

If it doesn't know an answer it is creating a ticket, this is not good as the ticket doesn't contain enough detail, I want to disable this and instead point the user to create a NEW full ticket forcing them to fill out all the fields we have.


 Without this feature the Bot is useless to us as it creates more work for the agents not less as they need to have at least 10 fields filled out in our form for us to even help them at all!


Please help and redirect them to fill out a ticket instead!! I really want to use this but currently I can't!

4 replies

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Thanks for trying out the bot, Dmckenna! It hasn't seen the official release yet - still in the pilot phase! We do have plans to provide the forms within the widget for the users to fill in required information but that hasn't made its way for the V1. Appreciate you taking the time to test the bot and help us with the suggestion! 


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Community Debut
  • jeremy_14021
  • Community Debut
  • February 18, 2019

We actually have the 'New support ticket' link on our porta take customers to a page with a few final things we want them to check before getting to the bottom of the page where there is another link to create a ticket. 


So we would prefer if the create ticket took them to that page instead of allowing the bot to make a ticket directly. Please make it happen. 

D
Contributor
  • dmckenna
  • Author
  • Contributor
  • August 23, 2019

how is this not fixed yet! instead of "create ticket" button you should simply link that to the full ticket form! this should be standard.


Even just populate the chat history into the ticket after the fact if needed.

V
Community Debut

Hello, 


Thank you for your messages! 


For the time being, we do not have the option to display a ticket form when the user clicks on Create ticket. When the user clicks on the 'Create ticket' option, the Bot will fetch the email address and the name of the user to create a ticket in Freshdesk. And the ticket description will have the complete chat transcript in it.


If you are looking for an option for the users to browse through the article and FAQs and display a ticket form for the users to get in touch, you can try out our Help Widget.

Here you go: https://support.freshdesk.com/support/solutions/folders/50000000009


Hope this helps.


Cheers! 

Terms of UseAccessibility statement