Create Tickets

Reimagining the way to log tickets with AI-powered Digital Agent! 

Digital Agent is built on Natural Language Processing (NLP) to understand the user intentions. It will identify the intent of the user and create a ticket (Service Request and Incident) and perform accordingly. Also, the tasks associated with the tickets can be automatically resolved.

The Digital Agent will no longer prompt the user for a description; instead, the associated symptoms will be shown. The end user can log a ticket with multi-select data using Digital Agent without having to manually enter every detail. The symptoms are displayed by the Digital Agent based on the customizable parameters.

Business Benefits

Enabling end users to create tickets through a chatbot can offer several business benefits, enhancing customer experience, operational efficiency, and overall business performance.

Figure: Benefits of logging ticket through Digital Agent

Terminologies

We will be widely using the terms Tickets, Incident and Service Request.

The following infographic displays the quick understanding of these terms:

Figure: Different terms while creating a ticket

Create a Ticket through Digital Agent

The accompanying symptoms will be displayed instead of the Digital Agent asking the user for a description. The Digital Agent logs a ticket based on the specified symptom. Digital Agent determines that the user wishes to log as ticket based on end user response. On the basis of that, Digital Agent will redirect the user chat to respective flow.

The following flowchart depicts the flow of ticket creation in Digital Agent:

Figure: Ticket creation flowchart

To log a ticket through Digital Agent, perform the following steps:

1. Log in to the Apex.
   
2. Clickicon on the top ribbon. It opens with a customized welcome message. A sample screenshot is shown below:Figure: Digital Agent - Welcome Message
   
3. Below are the prompt messages Digital Agent will display when a create ticket utterance doesn't have any SR or INC entities (doesn't detect the type of ticket). The first option is for Incident flow, while the second is for SR flow.
   Figure: Response to create Ticket utterance
   
4. As the user provides an input to the Digital Agent to log an Incident or Service Request, the Digital Agent will prompt the relevant Knowledge Articles in an index format.
   
   Digital Agent displays the Knowledge Articles in index format. This make it easier for end users to navigate through the helpful information related to the issue they are facing. This ensures that the end users find the right information easily while logging an Incident or Service Request. A sample screenshot is shown below:Figure: Knowledge Article
   
   The Knowledge Articles support the video as well. Clickicon on the screen to know more about the knowledge article.
   
5. Click Read More hyperlink to view the complete knowledge article. 
6. Click Go Back on the top of the displayed Knowledge Article to close it and to go back to Digital Agent conversation.
7. Provide an input like I am done to the Digital Agent if you do not want to proceed further. A sample screenshot is shown below:
   Figure: End chat
   
8. Digital Agent will help you with service catalogs while raising an SR. A sample screenshot is shown below:
   Figure: Digital Agent response to create SR
   
9. A link is also provided by Digital Agent to the end user to double-check whether the information, they have filled out is accurate.
   Figure: Response with link to the record
   
   Upon clicking the Link, the Details page is displayed which indicates Service Request details.
10. Based on the selected ticket type, i.e., SR or INC, the description is pre-defined, then the ticket is logged directly. If the description is not pre-defined, then Digital Agent will ask the end user to provide the description to log the ticket.
    

Link in the chat response to log an Incident

Digital Agent provides the capability to include a direct web link in the chat response for Incident logging for a particular tenant. This ensures to accommodate specific details in the incident ticket.

Below is a sample screenshot displaying a web redirection link in the chat response from Digital Agent when an end user wants to log an Incident for IT tenant:

Figure:

Redirection link for Incident creation

This is a configurable option at the bot level. If you want to provide a redirection link in the chat response, kindly connect to the support team for configuring it.

Providing a redirection link to a web application in the chat response for Incident creation enhances user flexibility. The user can easily access the link to provide additional details during Incident creation.

None Intent Flow

If the user provides an input to Digital Agent, which it does not understand and there are no relevant Knowledge Articles found, then it will display the following message: “Please rephrase your question or provide more details so I can better assist you.” Refer the sample screenshot shown below:

Figure: None Intent - Rephrase message

In case the user provides an input and relevant Knowledge Articles are available, then Digital Agent will display those Knowledge Articles. Digital Agent will also confirm whether you are satisfied with the displayed relevant Knowledge Articles or want to rephrase your input. It displays two options: ‘Rephrase’ and ‘I am done.’ Refer the sample screenshot:

Figure: None intent – Knowledge Articles display

Click Rephrase, if you are not satisfied with the Knowledge Articles displayed and want to change your input. Digital Agent will then prompt a message: ‘Please rephrase your question or provide more details so I can better assist you.’ Refer the below sample screenshot:

Figure: Rephrase message

If you find the displayed Knowledge Articles helpful, then click I am done. Digital Agent then prompts the relevant conversation flow:

Figure: Relevant conversation flow

Open Q&A

While in conversation with Digital Agent, when the end user clicks Reset in the chat box, then Digital Agent prompts an open question – ‘What would you like to do?’. A sample screenshot is displayed below:

Figure: Open question after Reset

Also, Digital Agent prompts an open question, ‘What would you like to do?’, after each user input, ensuring continuous engagement. A sample screenshot is displayed below:

Figure: Open question

Relevant Catalog not found

When user provides an input to raise an SR or Incident, and if Digital Agent does not find any relevant catalog, then it prompts user to provide more details about the issue they are facing. Refer the below sample screenshot:
Figure: Relevant catalog not found

Also, if Digital Agent does not find the relevant catalog for the issue that the end user is looking for, it prompts the user to log a ticket by providing a link in the message. Refer the sample screenshot:

Figure: Link to log ticket

On clicking the link, it redirects to the page where you can log a Service Request or Incident.

Exiting the chat conversation

Digital Agent identifies the utterance related to end the chat conversation such as “I am done”, “Close Chat” and many more. Once identified, it displays the following message, and the chat window gets minimized. 

Figure: Exit Conversation

Opting out to exit in the middle of the conversation

Digital Agent provides you the flexibility to come out of an existing on-going conversation flow in the middle of a chat conversation. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.

Scenario I: End user does not want to raise a ticket

The end user attempts to raise an incident about outlook not working. However, in between, the end user changed his mind and does not want to raise the incident. To achieve it, the end user may type in the utterance such as Reset, Back to Beginning, Restart the chat, Reset Conversation, or Begin Again and so on.

As shown in the following screenshot, the end-user does not want to raise a ticket for Outlook not working. The end user is able to come out of the conversation flow using the utterance such as Restart Conversation. The Digital Agent displays the following message, and the end-user can restart the conversation, if required.

Figure: Restart conversation

Scenario II: End user is unable to answer the question

The end user attempts to raise an incident. Digital Agent is able to identify the catalog and asks additional questions in the form of description. The end user does not have answer for the asked question in the form of description and come out of the conversation flow. To achieve it, the end user may type in the utterance such as Stop, Let's Quit this or Cancel and so on. A sample screenshot is shown below:

Figure: Cancel chat

User in inactive

End users may become inactive during a conversation with Digital Agent, leaving the chat idle for an extended period. To enhance user experience and provide proactive assistance, Digital Agent is programmed to detect idle time. After a set time interval of inactivity, during which the user hasn't provided any input, Digital Agent displays a predefined message. The following screenshot displays the message that the end user will see when no input is provided by them after a certain time interval:

Figure: Timeout message

Configuration

User persona: Admin

1. Login to Workbench.
2. Navigate to Code Editor > click Configurations > click bot.config.json.
3. Define the time for timeout in the dialog timeoutInterval. If the time is set to 5 minutes, then the following message is displayed to the end user:
   
   ‘I'm sorry, but it seems I didn't receive any input from you. If you still need assistance, feel free to type your query or request again.’