Question
I want to collect the information from a user's bot interaction and save it within the ticket. How can the bot set ticket fields using bot builder?
Answer
When the bot collects information from a user using the Ask for details step in bot builder, that information is temporarily stored as a variable. When the bot 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
-
Create the ticket fields to capture the information within the ticket.
Note: This workflow is compatible with drop-down and text field types only. - In bot builder, add the step Ask for details. Select the relevant ticket fields created in Step 1.
- Ensure your bot has the Transfer to agent step as the final step of the answer flow.
- When your flow is finished, select Publish bot.
Now the information collected in the Ask for details step will be stored as ticket fields when a ticket is created from a bot conversation.
For more information on bot answers, see the article: Building a bot using answers.
5 comments
Chad Susa (Gravity CX - Zendesk Partner)
Hi Isaiah Allekotte
Thanks for this.
Three questions:
* The reason for this is if we create a custom field (such as a text field) to capture some additional request details from the customer in the messaging widget, this field must be viewable by an end user. This would then need to be on a ticket form otherwise the ticket won't display this information in the ticket, and therefore if a customer goes directly to a Help Centre (HC) form, they will see the custom field asking for additional details etc - which doesn't make sense as the normal description field is already there. I know we can hide fields etc by customising the HC theme, but this doesn't help Zendesk customers who might not know how to do this.
Many thanks
0
Joyce
To answer your questions:
'Transfer to agent'
step is a required step in the bot flow in order for tickets to be created on messaging requests sent within and outside your business hours. You can also check this article for more information about this step.Hope this helps!
0
Betty
Any updates on when/if the Zendesk Answer Bot will allow us to add a stage/step to link to forms? We do not currently use the “Transfer to Agent” stage/step, as we work remotely and have a small team. Ideally, we would like all unresolved chats to lead to forms for ticket submission.
0
Gin Atkins
Hi Betty,
You could use the send message step, adding a button with a URL to a linked form. More information can be found here.
0
Max
Hello, do we know if soon it's going to be able to capture data also on Social (whatsapp, facebook) bots without having to use SunCo ? Seems like a huge limitation. Thank you
0