Recent searches
No recent searches

Maxim Nikolenko
Joined Dec 27, 2023
·
Last activity Dec 27, 2023
Following
0
Followers
0
Total activity
2
Votes
0
Subscription
1
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Maxim Nikolenko
Maxim Nikolenko commented,
I would appreciate if you could suggest some workaround for the following scenario
1. Customers uses a messaging widget for a self-service - the bot suggests some quick hints and solutions, they search for articles in KB.
2. They encounter a problem and report it. Bot tries to pass the problem to a live agent. The agent notifies the user that the problem is being under investigation and there is an open/pending ticket. Such ticket can stay in this status for a several days
3. All this time the user can neither search for data in the KB (through widget), nor communicate with the bot, nor report a new problem, because all new messages will be sent to the same ticket. But the second problem may have a different context, it may be handled by a different department.
It turns out that for the Messaging channel you can only have one unclosed ticket at a time.
Is there any way to "unlink" a ticket from the messaging channel so that it would be linked, for example, to an Email. For example via API/Macros/Triggers
View comment · Posted Dec 27, 2023 · Maxim Nikolenko
0
Followers
1
Vote
0
Comments