How to make the Virtual Service Agent ask for ticket title and description when a chat is escalated?

Question

Hi everyone,

I’m using the Virtual Service Agent (VSA) in a team-managed project.
Currently, when a chat is escalated, the first message from the conversation is automatically used as both the ticket title and description.

However, I would like the VSA to ask the user explicitly for a title and description before creating the ticket — for example:

* “What should the ticket title be?”

* “Please describe your issue in a few sentences.”

I already tried to configure the VSA to ask for the Summary and Description fields, but since these are system fields (not custom fields), the VSA currently only allows prompting for custom fields.

Is there any way to make the VSA ask for these standard fields during the escalation process, or a possible workaround to achieve this behavior?

Any guidance or examples would be greatly appreciated!

Thanks in advance,
Tim

Tim Schröpfer · Answer

Tim Schröpfer · Answer

Hi Marc,

Thank you for your reply.

I have already implemented the suggested workaround. However, the problem with this is that it displays the custom fields. To prevent the title and description from appearing twice, I have also created an automation that clears these fields. However, the field names remain visible, which does not look particularly nice for our users.

Is there a way to hide the field names as well? If I hide the fields in the desired request type, I can no longer use them in the VSA flow. (See screenshot)

I also wanted to ask if there is already a planned release date for fixing this issue.

Thank you very much and best regards,

Tim

Marc -Devoteam- · Answer

Hi @Tim Schröpfer

Currently not.

You can create custom fields as a work around and then have an automation rule copy the content to the system fields Summary and Description on work item creation.

You will have to have the fields on the create screen of the issues type only.