Enable Ticket Creation

Goal: Allow your chatbot to create tickets seamlessly, ensuring player issues are logged for follow-up when agents are unavailable or a livechat is not required.

Steps: Create a Ticket Creation intent, set up a survey action to gather information, and configure the bot to create tickets and send a final message to the customer.

1. Create the Ticket Creation Intent

The Ticket Creation intent triggers the chatbot to create a ticket when certain conditions are met.

1. Navigate to the Chatbots module.

2. Open the Intents tab.

3. Click + Create Intent.

4. Name the intent (e.g. "Create Ticket") and add a description, such as:

   • “If the user requests to create a ticket.”

   • “When users raise [type of issue].”

5. Save the intent.

2. Add the Survey Action to Collect Information

The Survey action allows the chatbot to gather essential details before creating a ticket, such as the user’s issue description, email, or other relevant information.

1. Within the Ticket Creation intent, click + Add Action.

2. Select Survey from the available bot actions.

3. Configure the survey fields to collect necessary information:

   1. Variable Name: Internal name to store the user response (e.g., email, description).

   2. Validation Type: Choose a format for input validation (e.g., None, Email).

   3. Bot Question: The question the chatbot will ask the user (e.g., "What’s your email?").

   4. Fallback Question: Optional. Add only if validation is enabled (e.g., "Please enter a valid email").

   5. Quick Replies: Optional. Add preset options for user selection (e.g., "Technical Issue").

4. Save your changes and note down the variable names for use in the Create Ticket action.

Example survey fields setup:

Variable Name	Validation Type	Bot Question	Fallback Question	Quick Replies
email	Email	"What’s your email?"	"Please enter a valid email."	-
description	None	"What issue are you facing?"	-	-
topic	None	"What type of issue is this?"	-	"Technical Issue", "Promotions", "RG"

3. Add the Create Ticket Action

The Create Ticket action generates a ticket with the information gathered in the survey or pulled from system variables.

1. In the same intent, click + Add Action.

2. Select Create Ticket from the bot actions.

3. Configure the following fields:

   1. Auto-applied tags: Optionally, add tags or tag groups for easier filtering.

   2. Assignee: Choose a team or agent to assign the ticket, or leave blank for it to remain unassigned.

   3. Email sender: Select the email sender (default: v3.yola.ai). Learn how to configure custom domains and email senders.

   4. Title: Use a general title or include the variable name you set in the Survey action, e.g., Ticket for {topic}.

   5. Description: Add responses using the variable name you used in the Survey action, e.g., Issue reported: {description}.

   6. Full name: Use the name variable collected in the Survey action or system variables:

      • {_customer.name}: If collected via pre-chat form or sent via API.

      • {name}: Use this or another name you assigned to the email variable in the Survey action.

   7. Email: Use the email variable collected in the Survey action or system variables:

      • {_customer.email}: If collected via pre-chat form or sent via API.

      • {email}: Use this or another name you assigned to the email variable in the Survey action.

   8. Phone number: Optional. Include the phone number variable if it was collected in the Survey action.

   9. Email template: Select templates to notify the customer or assignee. See how to create templates.

   10. Custom Fields: Optionally, map additional survey inputs or system variables, e.g., {loyalty_level}, {issue_topic}.

   11. Save your changes.

4. Add a Confirmation Message Action

After creating the ticket, confirm to the user that the ticket has been successfully created.

1. Still within the Ticket Creation intent, click + Add Action.

2. Select Message from the bot actions.

3. Add a confirmation message using the _new_ticket variable to include the ticket ID dynamically:

   • Example: "Your ticket # {_new_ticket.id} has been created. Our team will follow up with you soon."

4. Save your changes.

5. Test the Ticket Creation Flow

Testing ensures that tickets are created correctly, with all collected data displayed accurately.

1. Open the demo page under Apps > Webchat > Setup > Test.

2. Trigger the Ticket Creation intent by typing messages like:

   • “I want to create a ticket.”

   • “No agents are online. Please create a ticket for me.”

3. Follow the survey prompts and confirm the following:

   • The chatbot collects the required information.

   • A confirmation message with the ticket ID is displayed.

   • The ticket is successfully created.

4. Verify the ticket details in the Inbox or Tickets modules.

Related Guides That Might Be Useful

TicketsTest a ChatbotAssignmentVariablesFunctionsEmail TemplatesEmail Domains