How to pass DEBUG data into the custom fields after the Bot transfers a new ticket to the Agent?
In addition to other Zendesk channels (email, API..) we need to support clients by using our company mobile app (Android and iOS).
The main goal is to let users to submit tickets and allow them to follow-up directly from the app. At opening time, we also need to automatically fill-in DEBUG data in ticket custom fields.
Our solution was to adopt Mobile SDK (classic) with "Conversations" option enabled. This allowed us to create and update tickets by using the "RequestActivity" and "RequestListActivity" builders, including custom fields support.
FYI, here are doc links for Android:
and this is how we currently open a new ticket:
PROBLEM: This SDK doesn't support Flow Builder & Bots.
So... we're planning to migrate to Messaging SDK (Android/iOS) in second half of 2023, when Data Center Location will support Europe as well.
However, we found a new showstopper: How to pass data into the custom fields after the Bot transfers a new ticket to the Agent?
Please note that we cannot use the Flow Builder actions to prompt user to manually provide that data. It's debug data strictly related to the app context (eg. internal payment IDs, app logs, etc.).
The API doc we found for messaging is this one:
and we're unable to identify a method ( like .withCustomFields() ) to update the messaging ticket in some way.
Can you please suggest a way to accomplish our goal?