Last updated: 11 August 2021 

Your chatbot platform has a native ticketing system. It allows you to conversationally capture tickets, assign them to specialised agents, and, eventually, solving your users' requests.

Your platform comes with a conversation that allows users to raise tickets (BuilderRaise a support ticket).

If you wanted to re-build this conversation or simply understand how it works, the steps below take you through the process of setting up this conversation from scratch.

Step 1: Create variables

Support tickets are composed of two sections:

  1. Name: a few words about the issue (e.g. ‘Broken computer').

  2. Description: a more in-depth breakdown about the issue (e.g. ‘I updated my OS to the latest version and since then I can’t turn my computer on') .

We will need to capture information from the user to fill these two sections before we can create a ticket.

To do so, first we will create two variables.

Go to SettingsVariables.

Click Create in the top right.

Create a first variable for the ticket name. You may call it whatever you’d like. Let’s go with ticket_name.

Create a second variable for the ticket description. Again, name is up to you. We’ll go with ticket_description.

Step 2: Create a ticket capture conversation

Now, we need to create a conversation to capture the tickets raised by your users.

The value of the chatbot, here, comes from being able to smoothly transition from automatically answering questions to conversationally capture further information and raise a ticket.

To create the conversation, go to Builder.

Hit Create conversation in the top right.

  • Give your conversation a name.

  • Give your conversation a description.

  • Give your conversation a trigger. For now, make the trigger Message equals raise_ticket

Hit Save.

We’re going to create a three-step conversation.

  1. Ask the user to summarise their issue (the ticket name).

  2. Ask the user to describe their issue (the ticket description).

  3. Thank the user.

The first step is already created by default. Let’s quickly add the two additional steps:

  1. Click the + button below the existing step.

  2. Name the new step (e.g. ticket description and thank you).

  3. Leave transitions as A message is sent.

Great, you should now have a 3-step conversation.

Let’s go and edit each step to make their copy more relevant and capture the information we need from the user.

Summary

Edit the first step of the conversation by clicking Options.

In Transitions, under Save variable select ticket_name and Save.

In Message content, write the copy of your message. For example:

Save.

Description

Follow the same process for step two of the conversation. Click Options.

In Transitions, under Save variable select ticket_description and Save.

In Message content, write the copy of your message. For example:

Save.

Thank you

The final step has two purpose:

  • Thanking the user for their ticket

  • Creating the ticket

Hit Options on the step.

In Actions, select Create ticket.

In the Ticket name field, start typing {{ to bring up your variable. Select ticket_name from the list.

In the Ticket description field, start typing {{ to bring up your variable. Select ticket_description from the list.

Tweak the copy inside Message content. Hit Save.

Step 3: Test your ticket capture conversation

Go to Demo.

Send the conversation trigger you set earlier (raise_ticket if you followed this step-by-step).

Answer each question of the conversation until you hit the thank you message.

Go to ServiceTicketing. Click Tickets at the top of the page.

You should see your freshly created ticket in the list of submitted tickets.