How to use pipeline action: Cherwell Ticket Listing?

Overview

Cherwell Ticket Listing Pipeline Action fetches open incidents for a seeker and allows seeker to associate an existing Cherwell incident with the chat session. This will allow advisor to easily identify seeker request.

Cherwell Instance Configuration

Under Chime Configuration -> Cherwell tenant admin will need to specify Cherwell instance URL and credentials.

Pipeline Configuration

Prompt This field contains title which will appear on ticket listing card.

No Result State Pipeline key to which seeker should be moved if no incidents are found for seeker.

Lookup tickets using Session Meta Data Field This field is used for searching incidents in Cherwell. For most cases it should be seeker email address ${Guest.Email}

Next Stage Pipeline key to which seeker should be moved after they select and associate an incident with the session.

Options Additional pipeline navigation options can be added to the ticketing card as required (optional).

Seeker Experience

Pipeline shows list of open incidents, clicking on an incident option shows link, description and last updated timestamp.

Associating incident with chat session

Using the option This describes my concern associates incident with session and moves seeker to Next State as specified in pipeline configuration.

Related Items

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

pipeline, tickets, Ticketing, cherwell
pmadden