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 ticket, these variables are stored permanently in ticket fields.
To set this up, first create the necessary ticket fields to capture the information. Note that this workflow supports only drop-down and text field types. In the bot builder, add the 'Ask for details' step and select the relevant ticket fields. Ensure that the 'Transfer to agent' step is the final step in your flow. Once your flow is complete, publish the bot. This setup ensures that the information collected is stored as ticket fields when a ticket is created from a bot conversation. For more details, you can refer to the originalZendesk article.
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