Create Tickets in Salesforce

Let your agent open a Salesforce case when a customer needs follow-up from your support team, and give them the case number.

The Salesforce: Create Ticket action lets your agent open a support ticket as a Salesforce Case, for example when a customer reports a problem the agent can’t solve. The agent tells the customer their case number, and your team follows up from Salesforce.

To add it, go to Build > Actions, select Create action, and choose Salesforce: Create Ticket.

When to use

Describe when the agent should create a ticket. The default is:

Create a ticket when the customer reports a problem you can’t solve from your knowledge, or asks to open a support ticket or to be contacted by the support team.

See Trigger Conditions for tips.

Ticket details

Each case includes:

• A subject and description the agent writes from the conversation.
• The customer’s name, email, and phone (in the Web Name, Web Email, and Web Phone fields), from the conversation, a verified user, or a lead the agent collected.
• A link to the customer’s Salesforce Contact, when Chatvox knows it.
• A note with the Chatvox conversation ID, so your team can find the full conversation in Logs.

The agent needs the customer’s email to create a ticket. If it doesn’t have one, it asks for it first.

The agent creates at most one ticket per conversation. If the customer asks again, the agent gives them the existing ticket number instead of opening a duplicate case.

Channels

Create Ticket can run on the Web widget, Public chat, and WhatsApp. It doesn’t run in API conversations. See Where actions run.

Create Ticket or Escalate to Human?

• Salesforce: Create Ticket sends the request to your team’s Salesforce, where they already manage support cases. The agent keeps helping in the meantime.
• Escalate to Human brings your team into the conversation in the Chatvox Helpdesk, through live chat or a Helpdesk ticket.

You can use both, with different trigger conditions.