Setup manual ticket creation from agent widget
Setup manual ticket creation from agent widget
Support persons using chat in ESM can create new tickets directly from the agent widget. Use the Create a ticket functionality to quickly open a new ticket from the ongoing chat, with prepopulated values. ESM will then open a new data card in edit view.
First, you need to select which template is used for tickets created from the chat.
Set template for ticketing
- Used template is set with platform setting: efecteChat.integration.ticket.templateCode
- Template code needs to be used as value
- Same template is used with the tickets that are created automatically by the chatbot
Manual ticket creation from chat widget allows the following fields to be populated automatically. Make sure that the template that is used for ticket creation has attributes for following purposes:
Customer
- Only Reference type attribute is supported
- Reference to the person data card of the end user
- Can be left empty if visitor is unidentified
- Used attribute is set with platform setting: efecteChat.integration.ticket.customer.attributeCode
Contact type
- Only String type attribute with static menu value codes is supported
- Attribute and value for setting the contact type of tickets created via chat needs to be set
- Same value is used for tickets created via chatbot
- Used attribute is set with platform setting: efecteChat.integration.ticket.contactType.attributeCode
- Used value is set with platform setting: efecteChat.integration.ticket.contactType.chatbot.valueCode
Chat session
- Only Reference type attribute is supported
- Reference needs to be to the same chat session template that is set with platform setting efecteChat.integration.ticket.chatSession.templateCode for chat history and reporting
- Used attribute is set with platform setting: efecteChat.integration.ticket.chatSessionId.attributeCode
Support person
- Only Reference type attribute is supported
- Reference to support person, automatically populated with reference to the person who created the ticket
- Used attribute is set with platform setting: efecteChat.integration.ticket.supportPerson.attributeCode
- Set path to the support person information with platform setting: efecteChat.integration.ticket.supportPerson.valuePath (by default #user:person#)
Support group
- Only Reference type attribute is supported
- Support group is populated based on the person who created the ticket and therefore is set in relation to the ESM user
- Set path to the support group information with platform setting: efecteChat.integration.ticket.supportGroup.valuePath
- If support group information is found from User template, use value #user:support_group#
- If support group information is found from Person template, and User template refers to Person template, use value #user:person:support_group#
Currently it is not possible to add more fields that would be populated automatically when ticket is created from ESM chat. Automatic population of any other field will depend on the ESM configuration.
