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?
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.