Question

I want to collect the information from a user's interaction with an AI agent for messaging (Legacy) and save it within the ticket. How can the AI agent set ticket fields using bot builder (Legacy)?

Answer

When the bot collects information from a user using the Ask for details step, that information is temporarily stored as a variable. When the conversation is later transferred to an agent and becomes a ticket, those variables become permanently stored in ticket fields. Follow the steps below to ensure these variables are captured within the ticket fields.

To create this workflow:

  1. Create the ticket fields to capture the information within the ticket

    Note: This workflow is compatible with drop-down and text field types only.
  2. In AI agent, add the step Ask for details. Select the relevant ticket fields created in step 1
  3. Use the Transfer to agent step as the final step of the answer flow
  4. When your flow is finished, select Publish AI agent
This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.
Powered by Zendesk