Can Zoom.ai log Support Tickets?


Easily integrate with help desk and ticketing service providers to list, create or close new tickets directly from your chat interface by using the Zoom.ai Assistant. Zoom.ai supports ServiceNow and Zendesk.

ServiceNow is a cloud platform that helps streamline the enterprise by providing employees with a support incident ticketing and knowledge base solution. Zoom.ai users integrate ServiceNow with their Zoom.ai automated assistant to search for information and easily access ServiceNow incidents and tickets.

This allows Employees to submit support tickets, and stay up to date with their status, all without leaving their chat platform. IT administrators can benefit from decreased ticketing, through a comprehensive knowledge base search prior to ticketing, and increased efficiency from a streamlined ticketing process. 

Learn more about the Zoom.ai + ServiceNow integration in our blog post here: https://zoom.ai/zoom-ai-now-integrates-with-servicenow/


How to Enable Ticketing

ADMIN ONLY: To enable this feature, you must have administrator access to the ticketing platforms and be a corporate admin on your Zoom.ai account.  Go to https://app.zoom.ai/org/accounts/add, select "Tickets", then select your support platform.  Currently ZenDesk and ServiceNow are supported.

Then enable the Ticketing skill to be used by your users.  Go to https://app.zoom.ai/org/apps/list and click "Enable".



Using Ticketing

Listing Your Open Tickets (in-chat only)

<strong>list my tickets [about "printer problem"]<br>view tickets [about "new laptop"]</strong>

If you want to find your tickets about a specific topic include the "about XYZ" part.  If you don't specify a topic, then all of your tickets will be displayed.  You cannot view tickets of other users.

Viewing the Status of Your Ticket:

<strong>show ticket INC0010082<br>show my ticket<br>tell me the status of INC0010082 ticket<br>what is the status of ticket INC0010082</strong>

Asking for the "status" of a ticket returns just that information instead of the full ticket information.

Create a New Support Ticket:

<strong>create ticket [about "printer problem"]<br>add ticket [about "cannot connect to the VPN"]<br>new incident [about "need a new laptop"]</strong>

You can include the topic of the ticket, or leave it out and have then supply it when asked.  Once Zoom.ai submits the new ticket it will return a link to it plus its ID, which you can then use to track that ticket.

Close an Existing Ticket:

close ticket INC0010093<br>cancel ticket INC0010092<br>delete ticket INC0010092<br>stop INC0010092 ticket<br>
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