Actions on Tickets

With its intuitive interface, Digital Agent allows to effortlessly update, escalate, remind, reopen, cancel the tickets in Web Chat, MS Teams, or Slack channels. Whether you need to provide additional information, elevate the urgency of a ticket, or reopen a ticket, Digital Agent is here to simplify the process. Experience a new level of convenience and control with the power of intelligent automation at your fingertips.

• Update Ticket

• Escalate Ticket

• Remind Ticket

• Reopen Ticket

• Cancel Ticket

Update Ticket

Digital Agent provides you the flexibility to modify or update a ticket through Web Chat, MS Teams, or Slack. It identifies the utterance or keywords mapped to the specific QnA. Based on the mapped utterances or keywords with QnA, the Digital Agent triggers the response.

Update Ticket through Digital Agent in Web Chat

To update a ticket through Digital Agent in Web Chat, perform the following steps:

1. Type-in the utterance such as Update Ticket or Update or Update SR or Update Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:
   
   

   
   Figure: Update Ticket
   
   You may type in a specific ticket number as well to update it.
   
   

2. Scroll horizontally right or left using 

    icon and 
    icon respectively. Click select hyperlink to select the required ticket which you want to update. Let's say you have selected the ticket number 234150 from the displayed list, the system displays the following message:
   
   
   
   Figure: Update Ticket Message
   
   

3. Enter the required information to be updated. After entering the required information, the system displays the following message:
   
   

   
   Figure: Additional Information
   
   The updated information will appear in the Additional Information field of the incident details page.

Update Ticket through Digital Agent in MS Teams

To update the ticket through Digital Agent in MS Teams, perform the following steps:

1. Type-in the utterance such as Update Ticket or Update SR or Update Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:
   
   

   
   Figure: Update Ticket
   
   You may type in a specific ticket number as well to update it.
   
   

2. Scroll horizontally right or left using 

    icon and 
    icon respectively. Click select hyperlink to the required ticket which you want to update. Let's say you have selected the ticket number 234340 from the list, the system displays a notification and a message after selecting the ticket. A sample screenshot is shown below:
   
   
   
   Figure: Update Ticket Message
   
   

3. Enter the information to be updated. 
   
   

   
   Figure: Additional Information
   
   The updated information will appear in the Additional Information field of the incident details page.

Update Ticket through Digital Agent in Slack

To update the ticket through Digital Agent in Slack, perform the following steps:

1. Type-in the utterance such as Update Ticket or Update SR or Update Incident and so on. The list of tickets is displayed to select the required one. A sample screenshot is shown below:
   
   

   
   Figure: Update Ticket
   
   You may type in a specific ticket number as well to update it.
   
   

2. Scroll vertically using scrollbar and click select button to the required ticket which you want to update. Let's say you have selected the ticket number 227119 from the list, the system displays a notification and a message after selecting the ticket. A sample screenshot is shown below:
   
   

   
   Figure: Update Ticket Message
   
   

3. Enter the information to be updated. 
   
   

   
   Figure: Additional Information
   
   The updated information will appear in the Additional Information field of the incident details page.