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Chosen "form" when a new ticket is created through live chat

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Raúl

Posted May 30, 2024

When a new ticket is created through a live chat, is there a way to choose which form is created with. 

For example our customer creates a live chat related to a Payment, however when a ticket is created the “form” chosen (on the left side panel) is another one but not Payment

 

Has this happened to anyone else? if  so, have you been able to solve it ? 

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    Dainne Kiara Lucena-Laxamana

    Zendesk Customer Care

    Hi Raúl 

    If you are referring to Messaging, then it would use your default ticket form. What you can do is create a Trigger to change the ticket form. The Trigger would then be based on “Channel-Is-Messaging”, “Ticket-is-Created” & “Tags-contain the following-Payment”. As for tags, you can associate a tag based on the route then went to in your bot flow:

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