How to use pipeline action: Invgate Ticket Listing?

The Invgate Ticket Listing Pipeline Action is a powerful feature designed to fetch open incidents for a seeker and associate them with ongoing chat sessions. This integration enhances collaboration and simplifies issue tracking for support teams.

Configuration

To get started, your tenant admin needs to specify the Invgate instance URL and login credentials under Chime Configuration -> Invgate.

Invgate Ticketing Features

To leverage the Invgate ticketing integration, ensure the following features are enabled:

  • Invgate.Ticketing

  • Invgate.Pipeline.TicketListing

Pipeline Configuration

  • Prompt: Define the title that appears on the ticket listing card.

  • Button Associated With Card: Specify what is written on the button to display on card.

  • No Result State: Specify the pipeline key for seekers if no incidents are found.

  • Lookup tickets using Session Meta Data Field: Configure the field for searching incidents, commonly the seeker's email address.

  • Next Stage: Set the pipeline key for seekers after associating an incident with the session.

  • Options: Customize additional pipeline navigation options as needed.

Seeker Experience

The pipeline displays open incidents, allowing seekers to click on an option to reveal essential details such as links, descriptions, and last updated timestamps.

Seekers can seamlessly associate incidents with chat sessions by selecting the relevant option, progressing to the next stage as configured in the pipeline.

Metadata

When a ticket is created, updated, or associated within Chime metadata fields are populated within the chat session.

  • Ticket.Number
  • Ticket.Id
  • Ticket.URL
  • Ticket.ITSM
  • Ticket.CreatedByChime

To further enhance your understanding and utilization of the Invgate integration in Chime, here are some related resources:

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