How to use pipeline action: Invgate Create or Update Ticket?

Invgate Create or Update Ticket Pipeline Action

The Invgate Create or Update Ticket Pipeline Action empowers users to create new tickets or update existing ones. It assigns tickets to advisors and pushes chat transcripts to ticket records.

Invgate Ticketing Features

Ensure the following features are enabled:

  • Invgate.Ticketing
  • Invgate.Pipeline.CreateTicket

Pipeline Configuration

  • Notify seeker Invgate ticket is about to get created/updated: Customize the message to notify the seeker when a ticket is about to be created or updated.
  • Provide seeker Invgate ticket details: Configure the message to send seekers, including ticket number, ID, and URL.
  • Provide incident category: Configure the incident category Id
  • Provide incident priority: Configure the incident prioirty Id: 1 (Low), 2 (Medium), 3 (High)
  • Provide incident type: Configure the incident type Id
  • Assign incident to group: Configure the group Id

Seeker Experience

The pipeline notifies seekers about impending ticket actions and provides them with necessary details, ensuring a transparent and user-friendly experience.

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