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Tim Barrett
Joined Jan 11, 2023
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Last activity Apr 22, 2024
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Latest activity by Tim Barrett
Tim Barrett commented,
So we had a similar issue in that once you create an offline ticket using chatbot the chat essentially dies. To get around this I used the support API, and ran an API call from the Chatbot to create the ticket in Support. Once the API call is complete the focus is transferred back to the chatbot allowing the user to continue or restart the conversation.
View comment · Posted Apr 22, 2024 · Tim Barrett
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Tim Barrett commented,
So I am looking at the same use case. We are looking to launch a widget without a help centre, and we would like to get the user to complete the basic ticket details in the Chat, and create a ticket in Support. Our support teams don't use chat so we transfer to an agent with an out of office on. This creates the ticket in support.
However the limitation with this is that this creates a dead end in the flow. Once a user is transferred to an agent, and all agents are off line the chat effectively goes dead, as you cannot hand focus back to the bot without closing the ticket.
The Fudge I have found to get around this is to raise a ticket from Chat using an API call. So rather than transfer to an agent I get the chat bot to make an API call and create a ticket with the variables collected from the chat.
This means that the chat bot never loses focus and I can restart the flow, and perform subsequent actions.
But adding "create support /offline ticket" to the bot flow would be really helpful.
View comment · Edited Jan 26, 2024 · Tim Barrett
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Tim Barrett commented,
+1 definitely something that is required.
View comment · Posted Oct 26, 2023 · Tim Barrett
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Tim Barrett commented,
Another question - I am trying to supress closed tickets from the request view. What is the conditional statement I should be using to exclude closed tickets from the requests list?
View comment · Posted Jun 02, 2023 · Tim Barrett
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Tim Barrett commented,
I am trying this and struggling to get it to work for me.
I would like to add the ticket organisation to the requests table to allow people to quickly identify which of their organisation the ticket is for. I cannot find the right place holder to use. If I use organization I get "Organization does not exist" when I publish. If I user requester I get "requester must be allowed as helper or leaf"
View comment · Posted Apr 05, 2023 · Tim Barrett
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Tim Barrett commented,
Hi I've got some odd behaviour on my helpcentre. We have an article titled "Branded Glassware". If I search for glassware I get no results, but the result count shows a match. Why is the result not showing in the list?
View comment · Posted Mar 31, 2023 · Tim Barrett
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Tim Barrett commented,
How do users of the mobile app see tickets they are following? They cannot access the normal user profile page.
View comment · Posted Mar 23, 2023 · Tim Barrett
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Tim Barrett commented,
What would be really helpful is to have categories for Forms in the same way there are categories for Guide Articles. This would allow us to create much more effective user journeys, by allowing us to break up increasing long lists of forms and having separate custom request pages for each. (i.e. Orders, Property, HR etc) or including it as a variable /drop down/filter in the request page.
View comment · Posted Feb 17, 2023 · Tim Barrett
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Tim Barrett commented,
We have pretty much the same use case as Nicolas, in order to create a clear user journey we do not want to create a massive list of forms, so we are using brands to make the end user and agent experience easier to manage. This creates the problem that then end user does not have a page where they can see all their queries in one place.
I am assuming we could do something via API, but is a shame we can't do something in Markup to filter (or not) queries by brand.
View comment · Posted Feb 10, 2023 · Tim Barrett
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Tim Barrett commented,
Is it possible to create an end user with no e-mail address or phone number? The use case being that they are a help centre user only, raising, reviewing and updating tickets through the portal?
View comment · Posted Feb 09, 2023 · Tim Barrett
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