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Why is a ticket created without user sending a message via Web Widget
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Data ultimo post: 14 dic 2023
I added the messaging web widget to my app and login users if they are authenticated:
window.zE('messenger', 'loginUser', function (callback) {
callback(token);
})
when the user clicks to open the chat for the first time, it creates a ticket for them even when no message was sent on their end. why is this?
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6 commenti
Will Poon
Hi Eric, thanks for posting.
A ticket shouldn't be created until they have interacted with the widget and have been transferred to an agent - one exception is unless you've enabled the transfer directly to agent step in flow builder.
I've created a ticket so that I can get some more details off you and troubleshoot offline.
Thanks,
Will
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Alexander
Hi,
Was there a solution for this? We're having the same issue using the web widget and userLogin. A ticket gets created as soon as the user expands the help widget. As far as I can tell we do not have anything set up in flow builder
Thanks,
Alexander
0
Christine Diego
If you are authenticating your users, this is expected, that means that clicking the widget is all it'll take to create a ticket, since the user doesn't have to provide anything further. You'd either need to be requesting something else that JWT or SAML doesn't account for, like a ticket field, or would need to use a bot that doesn't jump straight to an agent transfer if they don't want it to create tickets instantly.
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Alexander
Is there anyway to disable that automatic ticket creation? It's not desired behavior as a lot of empty tickets end up being created when a user expands the widget to see what it is and then does not type anything
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Christine Diego
Since the users are already authenticated, you can add a bot flow on your widget, you can check this article for details Creating a conversation bot.
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Sylvia Chow
We also have a web widget installed on a website where users are being authenticated. Around 80-90% of tickets currently generated from the web widget are from people who open it up to take a look but do not send a message as they don't actually need assistance. Is adding a bot and using a bot flow the only option to stop auto-creation of tickets when the web widget is opened?
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