Riat Abduramani

Hello,

I have a question: Have you considered incorporating variables into the ticket contexts? Currently, I don't see any provision for variables in the JSON payload `/api/v2/tickets/xxxxx.json`. Alternatively, it would be beneficial to use variables to populate custom fields.

Thank you.

Hi,

I hope this message finds you well. I would like to address an issue regarding the current functionality of the Live Chat and Messaging tools. Previously, in Live Chat, we had the ability to set variables such as tags and custom fields before initiating a chat. This allowed us to enrich the ticket with relevant contextual data, such as order references, customer information, and the nature of the request through custom plugin apps.

However, with the introduction of the Messaging tool, we have noticed a limitation. The variables are now set from the Answer Bot and API call, and we are unable to set certain important information, such as the order reference, in the custom field. This means that we can only rely on the information provided by the customer, which can sometimes result in incorrect input.

To overcome this challenge, it would be extremely helpful for us to have the ability to set tags, variables, and custom fields once the ticket has been created, thereby obtaining the necessary context. It would be great if we could implement a similar functionality as shown below in the chat:

<script type="script/javascript">  
 $zopim(function() {  
  $zopim.livechat.setName('Logged in name');  
  $zopim.livechat.setEmail('user@somewhere.com');  
  $zopim.livechat.addTags('Subscription_Plan');
 });
script>

I hope this clarifies my requirement. Thank you for your attention to this matter.

Best regards,