Ticketing and improvements
Connect a ticketing system to a help desk and turn escalations into answer improvements.
A help desk can do two more things that keep your operation tidy: raise cases in your ticketing system, and turn the moment before an escalation into a chance to improve future answers.
Connect a ticketing system
When a channel of type Create a ticket is used, the request becomes a case in your ticketing system. To make that work, connect the system to the help desk.
- Open a help desk and find its ticketing integration section.
- Choose your ticketing system from the pinned options, or browse the full catalog of integrations.
- Select Connect and provide the credentials the integration asks for.
Once connected, ticket channels on that desk can create cases automatically, carrying over the form fields and any conversation data you attached.
Auto generate improvements
A help desk can automatically create an improvement from the last answer the assistant gave before a visitor escalated. This captures the exact question that the assistant could not resolve, so you can strengthen your knowledge or flows and prevent the same escalation next time.
Turn this on from the help desk so that each escalation quietly feeds your Improvements board. Over time this turns escalations into a steady stream of concrete, high value fixes.
Connected assistants
A help desk shows which assistants currently offer it. This gives you a clear picture of where each escalation path is in use, so you can update a desk with confidence.