Set up Virtual Service Agent without opening a ticket

Dena Campasano

I am starting to look into the Virtual Service Agent options in our Service Desk.  I like the idea of a chat that scans our Knowledge Base, which is already extensive.

The issue I am running into is that when setting it up, it is forcing me to choose a default request type.  We have very detailed forms to cover many scenarios with fields that are required.  I don't want the agent to open a ticket on the user's behalf, rather direct them to the closest matched form.

I don't see a way to do this, and with forcing all issues not solved by the chat bot into a ticket, I am not sure we will be able to use it.

Septa Cahyadiputra_zgeimr

Hi @Dena Campasano

The idea of "default issue type" is to be able to catch any request that Virtual chat unable to solved through knowledge base article or unable to direct them to the correct matched form through intent.

If you build your intent(s) appropriately, it will reduce the possibility of your users to get to "default issue type". Hence, I highly recommend you to start building intent and keep the default issue type for the general request that will be delegated to the correct team accordingly.

Hope it helps.

regards,
Septa Cahyadiputra