1. Add tag
2. Add Internal Note
3. Get Visitor Info
4. Update Ticket Info 
5. Merge Tickets

Add Tag

Add a tag to the tickets for easier management, e.g. creating a view specific for the tickets with this tag to manage ticket workflow

Example 1

This example shows how to set the Add Tag action at bot level.

In this case, the tag "bot_reviewed" set at the bot level will apply to the tickets in Zendesk Support coming through the virtual agent. Keep in mind that if this is set at intent level, it will only apply to tickets that have triggered that intent as opposed to all tickets. 

Example 2

This example shows how to set the Add Tag action at the content level.

In this case, the tag "payment_terms_change" is added at in Zendesk Support to all the messages that triggered the intent "Changes to payment terms".

Add Internal Note

Add an internal note (not visible to your customers) to keep your agents in sync. 

Get Visitor Info

This action allows you to retrieve visitor information on Zendesk. This information can then be saved to personalize your messages or create reply variations.

The information that can be retrieved are:

• id
• email
• name
• created_at
• locale
• locale_id
• organization_id
• phone
• shared_phone_number
• photo
• role
• time_zone
• updated_at
• url
• verified

If you want to use the same value in your replies for personalization, put it in double curly brackets.

See below for example:

Update Ticket Info

Update ticket fields to streamline your processes. It is best to set this at the intent/reply level as opposed to the bot level. 

The fields that can be updated are: 

• Assignee Id - where to find this?
• Assignee Email
• Group Id - where to find this?
• Type:
  • problem
  • incident
  • question
  • task
• Priority:
  • urgent
  • high
  • normal
  • low
• Status:
  • new
  • open
  • pending
  • hold
  • solved
  • closed

Update custom fields

You can also update a custom field by clicking + Add Custom Field then select the field you'd like to update from the dropdown menu and enter the value to be updated to the ticket. 

If the type of your custom field in Zendesk is drop-down, you need to add the "Field Value tag" from Zendesk to the "Value" field in the Custom Field action. Follow the steps below to update the field:

1. In Zendesk, go to Admin Center> Objects and rules > Ticket > Fields
2. Select the relevant Custom Field then scroll down to Field Values 
3. Click Show Tags and copy tag value 
   Note: if the tag contains more than one word, the words will always be separated by an underscore “_”.

Example 1

In the example above, I would like to update the Type, Priority, Status (system fields) and phone number (custom field) when a ticket is received. The system fields can be selected, but field ID is needed to update the custom field. The field ID can be retrieved from Zendesk Support (see screenshot below).

The value visitorPhone needs to be added in Settings > Content entities so the bot can recognize it when a user writes their phone number in their message. 

Below is a screenshot of the fields in Zendesk Support. 

Example 2 - Incident ticket management

The example above is particularly useful for incident ticket management. That means when an incident occurs, any ticket coming in can be linked to the problem ticket in Zendesk, and solving that one problem ticket solves all the incident tickets linked to it.

To set this up:

1. Add an Update Ticket Info action in Settings > Actions
2. Set each field as below: 
   • Event: Ticket Received
   • Action: Update Ticket Info
   • Type: Incident
   • Problem Ticket ID: Get this information from Zendesk Support

 To learn more read about working with problem and incident tickets.