Submit a ticket in messaging (Chatbot)

@dane13 thank you for getting back to me on this.

Please correct me if am wrong but the pre-chat form is only available for Standard chat and not for messaging?

Is there a way where I could create a form for messaging?

The idea is, we have built a flow builder, and we want our users to raise/submit a ticket if they could not find any relevant help through the chatbot. Any suggestion?

@nick11 Were you able to find some workaround for this? I'm having the same issue and the only thing I can think of is to have the bot in flow builder inform the user to submit a request by hyperlinking our web form. 

@joshua45 not really tbh. We did the exact thing as you did. We hyperlinked our web form in the flow builder. Not the best solution but yeah.

@joshua45 @nick11 this is probably a dumb question, but how did you guys hyperlink the web form into the flow builder? Was this done by referencing an article that explains how to submit a request and having the hyperlink there?

This seems to be an old issue. We would also like to use this option: offering to leave a ticket via a form instead of connecting to an agent. 

@zendesk14 we used the Carousel step to hyperlink.

We can collect the information like name email & msg description and use the api option wothin bot to create a ticket.

@renu11 - Would you, please, share how you did this?

Is there a solution for this yet? At the moment, linking to the form in the help centre seems to be the only workaround. It works so well in web widget (classic), it seems unusual that the same functionality isn't available in the newer product.

@renu11

can you please share how you did this? We can collect the information like name email & msg description and use the api option wothin bot to create a ticket.

Agree with Chris above that it is odd this functionality does not exist in the "upgraded" experience. Would highly value the ability to submit contact forms within messaging bot.

You can probably do this with using the Make an API Call module and calling Zendesk API 

https://developer.zendesk.com/documentation/ticketing/getting-started/zendesk-api-quick-start/

Here is how you can create a ticket with Messaging if needed:

First, you need to create API key and add it to “Connections” to allow Messaging doing API calls to your own Zendesk instance:

1. Go to Admin > Apps & Integrations > Zendesk API. Create an API token here.

2. Now got to Apps & Integrations > Connections and create a new one:

• Specify Connection name
• Select type as “Basic authentication”. Your username would be your admin email /token like “admin@example.com/token”. Your password - API key you created on step 1.
• Specify your Zendesk instance subdomain name as “Allowed domain”: example.zendesk.com

You are now ready to create a ticket by Messaging.

1.First, create a custom ticket fields with “text” type which you will use to ask for issue description. Make it editable by end users and name it for example “How can I help?”

2.  Now add step “Ask for details” if needed where you'll ask “Name”, “Email” and also add “How can I help” field there as well.

3. Now add step “Make an API calls”:

• Method “POST”
• Endpoint URL your Zendesk subdomain: https://example.zendesk.com/api/v2/tickets.json
• Now, as a body you will put JSON with your ticket parameters. Let's say you want to keep it simple and use customer's name in subject and text he put to field “How can I help” as ticket description. Just click {+} and add variables you need to the JSON body. 
• Under “Authentification” select Connection name from step 2 you created.

{
"ticket": {
  "subject": "Offline request from {{sf.requester.name}}",
  "requester": {
      "name": "{{sf.requester.name}}",
      "email": "{{sf.requester.email}}"
  },
  "tags": [
      "offline_ticket"
  ],
  "comment": {
      "body": "{{tf.22638143652759}}",
      "public": true
  }
}
}

4. Now you can use “Make an API call" to test that it works and also save ticket_id as a variable and use it later to tell client his ticket ID that was created.

Thanks for sharing your solution @anton14 ! This is super helpful :) 

@anton14 Thank you so much for this! It will solve a lot of problems we are having. To make it perfect for our needs, however,  is there a way to add the transcript of the conversation the person had with the bot as a internal note? I imagine it would be something in this part, but I'm not sure what would be:

"comment": {
      "body": "{{tf.22638143652759}}",
      "public": true
  }

This solution is brilliant, took only 10 minutes to set-up. 

It would be incredibly useful to get a placeholder with a transcript of the previous chat with the bot.