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.

• Log tickets in a single click.
• Seamless flow to log and track tickets
• Conversational experience making the ticket logging process more accessible.
• Leverage knowledge base articles to access relevant information while logging ticket.

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.

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