Feature request: Flow Builder - ask customer to submit ticket if no article is found
We use currently only email support. No chat and no phone support.
We would like to have the flow builder to propose article from our knowledge base to the user as the first step. Then, if the user did not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent as usual.
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There should be no option to talk to a human or chat. This should be configurable in the flow builder settings.
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Thank you for sharing your thoughts, Pertti. Can you provide some additional detail and context about your use case? i.e. Why you need these functions, how significant of a business impact it is, etc.? It's really helpful for the product manager to get the whole picture of your workflow and how your request fits into it so that they can fully understand the problem and your needs.
If other users are seeking similar functionality, please up-vote Prertti's post and add your detailed use case in the comments below. -
Hi Nicole,
Sure thing.
1. Your question: Why you need these functions?
ANSWER:
We use currently only email support. No chat and no phone support. We would like to have the flow builder to first propose an article from our knowledge base to the user as the first step. Then, if the user does not find an article that is useful, flow builder should ask them to create a ticket. This ticket will then be answered by our agent by email as usual.
2. Your question: how significant of a business impact it is?
ANSWER:
We do not offer chat or phone support, so this is very important to us. It is a disappointment that this is not already standard as I think it is a very basic feature that the Flow Builder should offer.
I saw that other users were having this same need so it would be great to get this feature working. The flow builder seems to be useless for us without it.
Please let me know if you need additional information.
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Thanks for the additional information, Pertti.
We'll continue to keep this thread open for additional votes or comments so that we can understand if this is a need for many users.
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Hi Nicole,
I understand the idea of collecting votes for these, but the downside is that you may miss other requests that are asking the same, which I have seen on the channel.
Also, I find it interesting that something as basic as being able to offer email support to a user was missed when this feature was developed. It sounds quite fundamental, and should absolutely be an option for companies that cannot / do not want to offer live chat.
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Hi Pertti -
We track all of the related requests internally, and do try to redirect people to existing feature requests when we can. Those votes do get aggregated on the back-end of things.
I can't speak to the thought process of the PM at the time this was created nor the original intention behind it. But this is now in our feedback loop, and we'll continue to track the impact and significance of the issue.
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Hi Nicole,
Thank you for the update. I'm looking forward to seeing this feature added to the flow builder soon.
Thanks,
Pertti
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We too would find this extremely useful, as we also do not offer phone or chat support at the moment. Using Flowbuilder as a lead-up to a contact form would be ideal. We would like to be able to ask questions via Flowbuilder that would not only be able to show certain articles based on the answers, but also to then populate fields within the contact form already, so when they get there, the already-given information is captured.
Please consider this a very important feature update!
Thanks,
Tim
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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.
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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.
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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!
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Antonio Naddeo 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.
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Agreed. We as well.
I would wish for more control on the routing- preferably to Email/chat. -
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.
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@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.
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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.
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