Feature request: Flow Builder - ask customer to submit ticket if no article is found

Hey all. I appreciate you taking the time to share your feedback with us. Your suggestion is valuable, and I've noted it in our backlog for potential implementation in the future. We're keeping this post open for comments to gather additional feedback and use cases from others. However, please keep in mind that, as outlined in our Community Guidelines, we cannot guarantee prioritization of any specific feedback received.

Once again, thank you for your input and for being a valued customer with Zendesk.

Best regards,
Lisa

hope we can have this update.

Here is an upvote to this thread. We are a Dental Service Organization and are limited in time and staff. We use support to help coordinate repairs and would like chat to help keep up with supplies and related issues. Eg - a certain cement is on backorder, we provide an alternative but we are a big organization (80 plus practices) so when folks are trying to place their orders for the week, they ask us for the new SKU. We would like to be able to have these in a queue instead of them emailing, texting, and chatting our one supplies specialist. 

@Nicole Saunders  We also would like more control with article suggestions. We can turn it off for email and web form but not for the bot widget. We have found in usability testing that users have already searched (in guide and Google) and did not find what they are looking for. That is why they are now engaging with the bot in the hopes of reaching an agent. Would be awesome if we could simply turn off article suggestions in the bot widget and allow users to go down the flow to an agent. 

Based on options a user selects in a flow. We route to multiple groups. Some of these groups are available via chat, some are only available for phone or email and others need to visit an external web page. Due to the high number of options (more than the 6 option limit in the select options step) these options come at the end of the flow in a drop down field at the transfer to agent step. We need a way to display a message based on a field selection in the transfer to agent step that could display a message with phone numbers, or email addresses and/or links to external sites, after the transfer to agent option. Or use a trigger to ultimately convert chat to email tickets and display these messages. 

Agreed. We as well.
I would wish for more control on the routing- preferably to Email/chat.

1263169432210 that's exactly our use case as well. We have a condition in our flow builder to only allow chats in during business hours, and if it is outside of business hours we'd like to provide them the option of submitting a ticket. Right now, we display a message with a link (that we can't even hyperlink) to redirect them to the ZenDesk form. 

I would also like to customize the options a user can pick after an article is sent. Right now, they can just start the flow over or try again. I would like the option to transfer to an agent. The option to submit a ticket could also be helpful!

I think the flow builder should add as an action: create a ticket, not just transfer to an agent via chat.

Why? We offer chat support to our customers as well as ticket support. In case case agents are not online or the customer would like just to submit a ticket, we would request ticket form and some custom fields, and a ticket would be then created.

I am actually surprised you don’t even consider ticket creation as an action in flow builder.

This would be helpful for us as well. We have a brand that only offers email support at this time and flow builder would be very helpful in guiding customers to self-serve before giving them a form to fill out and contact support.