after selecting chat departments tickets need to be created with the correct form

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  • Nathalie Rey
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    Hi Roderick,

    Yes this is absolutely possible!

    First, you will want to build triggers in Zendesk Chat that fire when an end-user has requested a chat and add tags based on the department they chose - you will need one trigger per department. For example, if the end-user requests the sales department then the tag sales_department is added to the chat.

    Then, in Zendesk Support you will need to build triggers as well that look for the tags in the tickets and define the ticket form based on the tags present on the ticket. This will ensure that the process is automatic and there is no need for your agents to manually change the ticket form on the ticket.

    I hope that helps!


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