This ability allows you to query a connected help desk service such as ServiceNow, Freshdesk or ZenDesk to answer common IT questions from a knowledge base. If single sign-on is enabled for your installation, you can also use this ability to log a new support ticket or check the status of existing tickets.
The following services are currently supported to integrate with:
- Salesforce Service Cloud
- Oracle Service Cloud
- Help Scout
Coming soon. This will include authentication details to be able to access your helpdesk service.
Using the helpdesk ability
Show a list of support tickets
To view a list of recent support tickets, simply initiate the action as follows:
- List all support tickets
- Show my support tickets
The results will be limited to the 5 most recent items.
Check the status of a particular support ticket
To do a quick check of the status of a particular ticket, initiate as follows:
- What is the status of support ticket INC0000004?
Create a new support ticket
When you want to raise a new support ticket, this can be achieved through:
- Log a support ticket
- Raise a ticket
- Log a ticket to reset password