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Using tickets in bots
Using tickets in bots
Automatically capture complex customer requests to create tickets for your specialist support teams.
Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

When a customer has a problem that can’t be resolved in real-time, you want an efficient way of gathering information for your specialist support team to work on their request. Configure tickets in bots to identify common customer requests and capture key details directly from your customers without involving a support rep.

Route these tickets to your specialist support teams and reassure your customers it's in good hands, with visibility of who's picked up their request and status updates as it progresses.

This ticketing system is completely integrated with the Messenger:

  • All inbound volume flows through one channel, even those that require asynchronous support.

  • It uses bots and forms to collect structured data without the need to speak with a support rep.

  • Receipts are issued for submitted tickets, to set customer expectations.

  • Status updates are provided via in-app messages and email notifications.

Note: Before using tickets in bots, you must create ticket types first.

Get started

Insert the ticket type at the end of a bot path

You can insert any ticket types you’ve created into a Custom Bot to start collecting customer requests and creating tickets automatically (tickets coming to Resolution Bot soon).

Simply use the "Send Ticket" conversation action within the visual bot builder to insert a ticket type in a bot path:

Tip: Use Custom Actions and Objects in bots to retrieve live data from your external systems and present customers with information they can select from, e.g. their current flight details.

Then select the ticket type you created.

If a ticket type has no attributes, it can still be added to a bot, and the end user will be presented with the ticket card. Clicking on it will lead to the ticket form, which will only contain their email address field, and they will need to hit create ticket.

Note: You can’t add any follow up actions after a pathway ends in a “Ticket creation”. If you need to assign the ticket to a specific team, use Inbox rules.

Click the plus icon to “Disable customer reply” in the Messenger if you'd like to stop further replies after a ticket is created.

Note: If you reply to the customer, the composer will be re-enabled so they can respond to you.

Now save and set your new bot path live.

You can see how this will look and work for customers in the Messenger by clicking “Preview” at the top of the bot builder:

Note: This preview will also create conversations and tickets in the Inbox if you interact with it.

Customer experience

A customer has a request that needs the business to take action.

The Custom Bot asks the customer to submit the details of their request via a ticket form.

The customer submits their request and is presented with confirmation that the relevant team will pick it up.

The customer also receives an email as a receipt of their ticket.

The team responsible for actioning these types of requests sees it added to their queue and starts working on it. See how to manage tickets effectively in this section.

The customer receives an email letting them know that the team has started working on their request.

Customer mobile experience

You’ll need to upgrade your mobile SDKs to iOS SDK14.0.0 and Android SDK 14.0.0 to give customers the best experience submitting tickets from your mobile app.

Using the latest SDK version, customers will be able to complete and submit ticket forms in the Messenger:

Important: If a customer is on an older SDK version, instead of sharing the “Create ticket” card in the Messenger, the Custom Bot will share a text reply which requests the same information from the customer that they would’ve otherwise entered in the card.

  • If the Custom Bot has “Disable customer reply” enabled to prevent replies after a ticket form is sent, Intercom will override this setting in case of an older SDK to allow the customer to reply with the ticket details you’ve requested.

  • Teammates don’t get any messaging in the Inbox when this happens, they’ll just see a text reply from the customer instead of the ticket attributes.

  • Upgrading to iOS SDK 14.0.0 and Android SDK 14.0.0 will resolve this.


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