Making a ticket with a ticket bot can be a quick and easy way to get help with an issue or question you may have. Ticket bots are automated systems designed to create support tickets for you, allowing you to get your issue resolved without having to worry about navigating complex ticketing platforms. In this article, we’ll walk through the step-by-step process for making a ticket with a ticket bot.
What is a Ticket Bot?
A ticket bot is an automated system that allows users to open support tickets by interacting with the bot via chat or messaging. The bot will ask you a series of questions to gather the required information about your issue, and then automatically generate a ticket in the appropriate helpdesk system.
Ticket bots are beneficial because they simplify the ticket creation process for end users. You don’t have to worry about selecting the right ticket category, entering all the required fields, and formatting your ticket correctly. The bot handles all of that for you through conversational interactions.
Ticket bots can understand natural language questions and responses, so you can communicate with it just as you would with a human agent. The bot is able to parse your messages, extract key details, and fill that information into ticket fields automatically.
Benefits of Using a Ticket Bot
There are several benefits to using a ticket bot rather than creating tickets manually:
- Simplified process – No need to navigate a complex ticketing system UI. The bot does the work for you.
- Fast ticket creation – Tickets can be created within seconds through quick chat interactions.
- Accuracy – Bots reliably capture all the required ticket details accurately with no human error.
- Availability – Ticket bots are available 24/7, allowing you to create tickets at your convenience.
- Reduced workload – Automated bots reduce ticket creation workload for human agents.
Overall, ticket bots aim to provide an easy, streamlined way for users to get support when they need it. The automated interactions save time and effort compared to manually managing the ticketing process.
When to Use a Ticket Bot
Here are some common situations when utilizing a ticket bot would be beneficial:
- When you need to request technical support or report an issue with a product/service
- If you need assistance from customer service regarding an order, billing issue, etc.
- When you need to submit a general inquiry or question to a support team
- Anytime you need to log an issue into a helpdesk system to get help
- If you want to create a ticket but would rather not deal with a complex ticketing platform UI
Ticket bots streamline the process of getting help across a wide variety of use cases. Any scenario where you would normally have to manually open a support ticket, you can use a ticket bot instead for added convenience.
How Ticket Bots Work
Ticket bots utilize natural language processing (NLP) and conversational AI to have natural, human-like text or voice conversations. Here is an overview of how ticket bots work:
- The user initiates a conversation with the bot via messaging, voice, or on a website.
- The bot greets the user and explains it can assist with ticket creation.
- The bot asks qualifying questions to gather details like issue type, priority, contact details, etc.
- Users provide answers through natural text or voice conversations.
- The bot analyzes the responses using NLP to extract relevant ticket details.
- Those details are used to automatically populate ticket fields in the appropriate ticketing system.
- The bot confirms the ticket details with the user before final submission.
- After confirmation, the bot completes the ticket creation process behind the scenes.
- Users receive a ticket confirmation message with the new ticket number.
This automation eliminates the need for users to manually enter information across multiple complex ticketing system screens and forms. The conversational interactions make the process smooth, fast, and user-friendly.
Key Capabilities of Ticket Bots
Here are some of the key capabilities that allow ticket bots to deliver an automated and high-quality ticket creation experience:
- Conversational Interface – Users can communicate with the bot using natural language, not rigid menus.
- NLP – Natural language processing enables analysis of free-form user responses.
- Context Tracking – Bots maintain context throughout conversations to inform response analysis.
- Entity Extraction – Key details like names, emails, issue types are extracted automatically.
- Integration – Seamless integration with major ticketing platforms like Zendesk, Freshdesk, etc.
- Dialog Management – Logical conversation flows guide users efficiently through ticket creation.
- Fallback Support – Seamlessly bring in a human agent if the bot gets stuck.
These capabilities allow ticket bots to handle a wide range of ticket scenarios and have natural interactions similar to a human ticketing agent.
Step-by-Step Guide to Creating a Ticket with a Bot
Here is a step-by-step walkthrough of the process to create a support ticket using a ticket bot:
1. Initiate the Conversation
Start a conversation with the ticket bot through its supported channels. This may include options like:
- Messaging the bot in Slack, Teams, Facebook Messenger, etc.
- Using a live chat widget on the support website
- Texting a dedicated SMS number
- Speaking aloud to a voice assistant
Example initial messages to trigger the bot could be “I need help”, “Can I create a ticket?”, or “I have an issue to report.”
2. Describe the Issue
The bot will greet you, confirm you want to create a ticket, and then ask you to describe the issue in your own words. Explain the problem or question you need help with as clearly as possible, with relevant details. Be as specific as you can to help the bot categorize the ticket properly.
3. Answer Follow-up Questions
The bot will ask a series of follow-up questions to gather additional ticket details, such as:
- Issue type (technical, account, billing, etc.)
- Is there an error message or code?
- What product/feature does this relate to?
- How urgent is the issue?
- Your name, email, account number
- Any attachments or screenshots?
Answer each question clearly and thoroughly to provide all pertinent information.
4. Validate Ticket Details
Once all ticket details have been gathered, the bot will summarize and confirm the key information before submission. Carefully review the summary to ensure all details are accurate.
If anything is incorrect or missing, notify the bot to amend the details before proceeding.
4. Submit the Ticket
After you confirm the ticket summary is correct, provide the final approval for the bot to complete submission to the ticketing system on your behalf.
5. Get a Confirmation
Upon successful ticket creation, the bot will provide a confirmation message indicating your ticket/case number and any next steps if relevant. This confirmation gives you a reference to track your ticket status.
That’s it! The bot has now automated the process of opening a properly categorized and detailed support ticket for your issue without you having to navigate multiple ticketing system menus and forms.
Tips for Effective Ticket Bot Conversations
To have the best experience using a ticket bot, keep these tips in mind:
- Speak naturally as you would with a human – don’t use rigid keywords.
- Be detailed and specific when describing your issue.
- Stick to answering the bot’s questions rather than going off-topic.
- Avoid spelling errors and typos so the bot understands you accurately.
- Ask clarifying questions if the bot seems confused at any point.
- Review summaries carefully before approving ticket submission.
- Notify the bot if you need to start over or cancel the ticket creation process.
Treating the bot conversation as you would a human interaction will help the automation understand and assist you better. Being clear, specific, and on-topic will ensure the bot gathers the right details to create an effective ticket on your behalf.
Example Ticket Bot Conversation
Here is an example conversation with a hypothetical ticket bot named “HelpBot” to illustrate the full ticket creation process:
You: Hi HelpBot, I need to create a support ticket please.
HelpBot: Hi there! I’m HelpBot, happy to help you create a ticket. Can you first describe the issue you’re having in a few sentences?
You: I placed an order yesterday for the Acme Robot Model XYZ and the order status still says “processing” even though I paid for 2-day shipping. I need the order shipped immediately because I have an event tomorrow that I need the robot for.
HelpBot: Thanks for those details! It sounds like you have an issue with an order not being shipped when expected. I’ll categorize this as an order and shipping support ticket. Just a few more questions: Can you provide the order ID number? And what email is this order under?
You: Sure, the order number is ABB123-45 and it’s under [email protected].
HelpBot: Perfect. Last questions – how urgent is this for you? And would you have any documents or screenshots to attach?
You: This is extremely urgent – I need the robot delivered by tomorrow morning if possible. I have a screenshot of the order status I can attach.
HelpBot: Okay, thank you. Here is a summary of the ticket details I have gathered:
Issue Type: Order and Shipping
Order ID: ABB123-45
Email: [email protected]
Urgency: Extremely urgent, delivery required by tomorrow morning
Attachment: Order status screenshot
Please confirm this is correct before I submit the ticket.
You: Yes, the details look accurate, please submit the ticket!
HelpBot: Ticket submitted! Your ticket number is XYZ123, which you can use to track status. A support agent will contact you shortly about your issue. Is there anything else I can assist you with today?
You: No that’s all, thank you!
HelpBot: You’re very welcome! Have a great day.
This demonstrates how the bot is able to have a natural conversation where it guides you through collecting the relevant details, confirms understanding, and completes the ticket submission without you having to navigate multiple menus and forms. The conversational interface makes the process fast, seamless, and convenient.
Integrations with Popular Ticketing Systems
Most ticket bot solutions integrate directly with the backend of leading helpdesk and customer service platforms. This allows the bot to automatically create tickets in the appropriate system with the details gathered during the conversational flow.
Here are some of the major platforms ticket bots commonly integrate with:
Ticketing System | Details |
---|---|
Zendesk | One of the most popular help desk systems, used by over 45,000 organizations worldwide. |
Freshdesk | Leading cloud-based customer support software with over 150,000 global customers. |
HubSpot | All-in-one CRM platform providing help desk and service ticketing among many other features. |
Salesforce | The #1 CRM globally, Salesforce Service Cloud handles support ticketing for many enterprises. |
JIRA Service Desk | Popular issue tracking platform by Atlassian, commonly used for IT help desk ticketing. |
Kayako | Leading help desk software focused on customer service conversations. |
LiveChat | Live chat platform with built-in ticketing management and automation. |
Help Scout | A customer service software popular with SMBs and startup companies. |
Intercom | Fast-growing customer messaging platform with conversational ticketing features. |
This range of integrations ensures the ticket bot can automatically create tickets in whichever system your support teams are already using for managing inquiries and cases. This allows the bot to seamlessly fit into your existing workflows.
Key Benefits of Ticket Bots
Let’s recap some of the key benefits that make ticket bots a valuable option for streamlining the ticket creation process:
- Simplified experience – No complex ticketing system needed. Simple natural conversations.
- 24/7 availability – Bots work around the clock, enabling after-hours ticket creation.
- Fast ticket creation – Tickets can be created in just a few minutes through automated flows.
- Improved data quality – Bots reliably capture complete and accurate ticket details.
- Reduced human work – Automation eliminates tedious manual ticket creation tasks.
- Seamless integrations – Tickets are added directly into leading helpdesk systems.
- Scalability – Bots can handle high volumes of tickets without being overwhelmed.
These key advantages make ticket bots a versatile option for organizations looking to optimize their customer and IT support ticketing workflows.
Conclusion
Ticket bots provide an automated solution to simplify and improve the ticket creation process for both users and support teams. Key capabilities like conversational interfaces, NLP, and helpdesk integrations enable users to easily open detailed and accurate support tickets through natural interactions. Following the steps outlined in this guide, anyone can have an effective ticket creation experience with a bot, without the hassle of complex ticketing systems.
With their ability to handle high volumes of tickets 24/7, intelligent ticket bots are becoming a valuable self-service channel for organizations focused on providing excellent customer support. Their automated capabilities allow support teams to focus their efforts on resolving issues rather than data entry. If you are looking for ways to enhance support workflows, implementing an automated ticket bot solution is worth considering.