Tags are extremely useful for a number of reasons. First and foremost, tags will prioritize and route tickets quicker. Beyond quicker routing, tags will also help contribute good data about tickets. Having the appropriate tags attached to all your non-deflected queries will enable your agents to resolve customer issues quickly and efficiently.
Configuring your Helpdesk Handoff
Action Builder, found within the Forethought Dashboard, automatically detects and creates a handoff action for your specific helpdesk. It is active by default. Much like any other action from this page, it can be added to any flow, branching or otherwise, within Workflow Builder.
Within the Handoff action, ticket submissions must be edited for each and every flow. Under Ticket Tag, any string of text can be used as input. Even a context variable used in an entirely different workflow can be called under Ticket Brand. The ticket tagging feature you’ll gain the most value from, however, is Ticket Custom Field, where the ticket fields from your helpdesk API (which should be auto-populated within a dropdown) can be used to assign specific values to each particular type of ticket you receive.
Building Workflows for Custom Field Tagging
If you currently lack appropriate knowledge articles or intents to deflect certain user queries, you can build workflows that will assist a user in creating and submitting a ticket all with the appropriate tags for their issue.
For example, if you have been receiving tickets from your customers complaining about bugs or other technical deficiencies, you can create an intent that contains all phrases having to do with them under a name such as Bugs.
From here, you can add button steps within the workflow, one for each product. While adding the Helpdesk Handoff action at the end of each of these button & form steps, you can select which field(s) and value(s) you would like to add for each one. In this example, a bug pertaining to a latency issue has values set for this specific branching flow.
With a configuration like the above, a ticket can be made with all the appropriate tags needed for your support team to resolve as swiftly as possible.
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