Importance of 'Transfer to Agent' in Zendesk
Is the 'Transfer to agent' step necessary for creating tickets in Zendesk?
Yes, the 'Transfer to agent' step is necessary for creating tickets in Zendesk. This step ensures that the information collected during a bot conversation is stored in ticket fields when the conversation is transferred to an agent.
Even if your business is closed, the 'Transfer to agent' step is required to create a ticket from a messaging request. This step is crucial for both during and outside business hours to ensure that tickets are generated from bot interactions.
More related questions
How can I use Zendesk's bot builder to capture user data in a conversation?
You can capture user data in a conversation using Zendesk's bot builder by utilizing the 'Ask for details' step. This step temporarily stores the collected information as variables. When the conversation is transferred to an agent and becomes a…
What types of fields are supported in Zendesk's bot builder?
Zendesk's bot builder supports only Text and Dropdown fields. These are the field types you can use when setting up your bot to capture information from users. If you're wondering why some custom fields aren't appearing as options in the bot…
Can I use forms in Zendesk's flow builder to capture user information?
Currently, Zendesk's flow builder does not support forms directly. However, you can use the 'Ask for details' step to collect information from users during a conversation. As a workaround, you can present a form link to the customer using a button…
How can I direct users to a form in Zendesk bot conversations?
To direct users to a form in Zendesk bot conversations, you can use the 'send message' step to add a button with a URL linking to the form. This approach allows you to guide users to complete a form for ticket submission. While Zendesk's flow…
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