Agent Desk (Tickets) — Integration

Overview

Structured ticketing for escalations. Chat Core creates/attaches tickets during handoff, syncs SLA clocks, and posts transcript updates to the case.

Capabilities

• Create ticket on handoff with transcript & context pack

• Bidirectional status sync (open, pending, solved)

• Macros surfaced from intent/policy

• Post-resolution survey & auto-close flows

1. 1

   Step 1

   Enable **Agent Desk** in Settings → Integrations.

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2. 2

   Step 2

   Map Chat Core queues to Desk groups; set SLA targets.

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3. 3

   Step 3

   Customize ticket fields and macros for common intents.

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4. 4

   Step 4

   Trigger a handoff and verify ticket creation & updates.

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Limitations

• Large file attachments are referenced via SecureStore links.

FAQs

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