Question 1

What happens when a customer submits a public form?

Accepted Answer

A ticket is created in the group configured on the form. The customer sees a confirmation: "Thank you for your question.", the message "We have received your request and will get back to you as soon as possible at" followed by their email address, and "Your case has the following ID:" with the new ticket's ID. A "Create another ticket" button lets them submit again.

Question 2

Do chat bot conversations create tickets in Deskhero?

Accepted Answer

Yes, every chat session is saved as a ticket, including sessions the bot could not answer. The ticket subject starts with "Chat:" followed by the first words of the visitor's message, and the full transcript is stored on the ticket. Because visitors chat anonymously, these tickets have no requester contact details unless the visitor later submits the form.

Question 3

If a visitor chats with the bot and then submits the form, do I get two tickets?

Accepted Answer

No. The form submission upgrades the same ticket that was created for the chat: the visitor's name, email, subject and any form fields are added to it and the chat transcript is kept. The automatic AI reply is skipped for these tickets since the bot already tried to answer.

Question 4

Can a visitor return to the chat after the ticket form appears?

Accepted Answer

Yes. When the form is shown after a chat session, a "Back to chat" button appears at the top of the widget so the visitor can go back to the conversation instead of filling in the form.

Question 5

How does a chat-bot conversation look to my team?

Accepted Answer

Chat tickets show up in the normal ticket list like any other ticket. In the ticket's message thread, bot messages are labeled "AI chat-bot" and the visitor's messages are labeled "Visitor". When the bot could not answer, the thread also shows an event line reading that the AI chat-bot couldn't find an answer for the visitor's question.

Question 6

Why don't resolved chat bot conversations show up in my ticket inbox?

Accepted Answer

When a visitor confirms the bot answered their question, the ticket is set to your workspace's closed status and flagged as resolved by the bot. Closed tickets are hidden from the default ticket list view, so successfully resolved chats stay out of your inbox. You can still see them by including closed statuses in your ticket list filters.

Question 7

What does the "Chat-bot rating" on a ticket mean?

Accepted Answer

Tickets created by the AI chat widget show a "Chat-bot rating" row in the details panel. After the bot answers, the visitor is asked "Did this answer your questions?". A green "Yes" means they confirmed the answer helped (the ticket is closed as resolved by the bot), and a red "No" means the answer didn't help or the bot couldn't find one, and the conversation was handed over to the contact form. This lets you see at a glance which chat conversations the bot resolved on its own.

Question 8

Do tickets created from the chat widget get a status and priority?

Accepted Answer

Yes. Chat tickets receive your workspace's default values for new tickets, for example status "Open" and your default priority, just like tickets created from email or a form, and users can change them in the ticket's details panel at any time.

Tickets from forms

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