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

Overview

Cherwell Create or Update Ticket Pipeline Action creates Cherwell ticket or update an existing ticket to assign it to an advisor and push chat transcript to ticket record.

Chime V5 Cherwell Features

To use Cherwell integration enable following Cherwell features

ChimeV5.Ticketing.Cherwell

ChimeV5.Pipeline.CherwellCreateTicket

Pipeline Configuration

Notify seeker Cherwell ticket is about to get created/updated This field contains message to notify seeker when ticket is about to be created or updated.

Provide seeker Cherwell ticket details This field contains message to send seeker ticket details: ticket number, id and URL.

Seeker Experience

Pipeline notifies seeker when incident is about be created or updated and provides seeker ticket details: number and URL to access the record.

For showing seeker list of their open Cherwell ticket(s) in your chat pipeline please refer https://app.imchime.com/faq/how-to-use-pipeline-action-cherwell-ticket-listing

This allows seeker to associate Cherwell ticket with their session.

Related Items

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

tickets, Ticketing, cherwell
vgarg