Introduction

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.

Technical detail

The following services are currently supported to integrate with:

  • ServiceNow
  • Jira
  • Salesforce Service Cloud
  • Zendesk
  • Autotask
  • Oracle Service Cloud
  • ConnectWise
  • Freshdesk
  • Freshservice
  • Help Scout
  • Wrike
  • Desk.com

Settings

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
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