Recipe: Routing messaging tickets using ticket triggers

What's my plan?

This recipe creates a ticket trigger that routes tickets sent through the messaging channel to a specific group based on the problem the customer is experiencing. The trigger will use information captured through custom ticket fields, which are presented to customers in a conversation bot, and specify messaging as the incoming ticket channel.

Using the steps described in this recipe, the trigger will send every ticket that meets the following conditions to the billing group, which will then be notified according to your Chat routing rules:

• Ticket is newly created, and was submitted through the messaging channel.
• When asked by the messaging bot, the customer selected "billing" as the nature of their issue.

If you are using omnichannel routing, you can automatically direct tickets to agents based on their availability and capacity. In that case, you do not need to set up triggers as described in this article. See Turning on omnichannel routing.

There are three main steps in this recipe:

• Creating a custom ticket field
• Adding the custom ticket field to your conversation bot answer
• Building a trigger to route your ticket

Creating a custom ticket field

Your first step is to create a custom ticket field that captures the information you want. In this case, you want to know the nature of the customer’s issue. You can use a drop-down field to offer set options for customers to choose from. This procedure suggests specific language for titles, descriptions, and field values. You can change these as needed to fit your needs.

To create your custom ticket field

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.
2. Click the Add field button.
3. Select the Drop-down field type, and enter the display name "Nature of issue" and an optional description for the field.
4. In the Permissions section:
   • Select Customers can edit.
   • For end users, select Required to solve a ticket.

   

5. In the Field values section, add the following values:

   

   • Sign-in issue
   • Billing issue
   • Other
6. Click Save at the bottom of the page.

Adding the custom ticket field to your conversation bot answer

Next, you create or edit your conversation bot answer, making sure to include your custom field in the Transfer to agent step. As with the previous procedure, this procedure suggests specific language for titles, descriptions, and field values. You can change these as needed to fit your needs.

To add the custom ticket field to your bot answer

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the name of the bot you want to edit.
4. Click the Answers tab, then click the answer you want to edit.

   You can click Create new to create a new answer, if you prefer.

   Configure your answer as required. Ensure you add the Ask for details step.

5. In the Ask for details step, under Fields, click the Search by title text box and select Nature of Issue from the list of available custom fields.

   

6. As the final step in the answer, add a Transfer to agent step type, and enter a bot message.
7. Enter a final bot handoff message and click Publish bot.

Building a trigger to route your ticket

Finally, create a trigger for each of the issues offered in the custom ticket field. For example, for the ticket field described above, you’ll need to create three triggers: One to send sign-in issues to the technical support group, one to send billing issues to the billing group, and one to send other issues to the general support group. Here, we'll walk you through creating the billing department trigger.

To create your routing trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. Enter a name (such as Messaging: Billing issue) and description for the trigger.
4. In the Conditions section, add the conditions below under Meet ALL of the following conditions:

   

   • Ticket | Is | Created. This applies the trigger to new tickets only.
   • Channel | Is | Messaging: This specifies tickets only submitted through the messaging channel.
   • Nature of Issue | Is | Billing issue. This looks for the Nature of Issue custom field, and applies the trigger only to tickets where the user has selected Billing issue.
5. In the Actions section, add the following action:

   

   • Group | Billing. This routes the ticket to the billing group.
6. Click Create.