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Use respond.io to Create Tickets in External Ticketing Systems

JQ Lee Updated by JQ Lee

Business Goal: Create tickets in an external ticketing system without leaving the respond.io platform.

Some issues require multiple conversations or multiple departments to be involved for a resolution. This is where it will be useful to create a ticket. A ticket can be created in your existing ticketing system without leaving the respond.io platform.

Tip: If an issue can be resolved in a single conversation, your business doesn’t need a ticketing system. It’s sufficient to use the close conversation method to monitor all resolved issues.

Benefits of Creating a Ticket

Creating a ticket in an external ticketing system helps to:

  • consolidate all conversations with multiple departments into one thread.
  • ensure your business support experience meets customers’ expectations.
  • provide a service standard goal for your support agents to meet expected service targets.

Methods for Creating a Ticket

  1. Set up Workflows on the respond.io platform to create tickets in your existing ticket system.
  2. Use the Create Ticket Shortcut button in the Messages Module.

Set up Workflows to create tickets in your existing ticket system

Method Objectives

  • Set up the Create Ticket Shortcut button in the Messages Module.
  • Determine the fields required for the new ticket.
  • Provide a new ticket link to agents upon creation.

Workflow Setup

Here’s an example of using a Workflow to create a support ticket in an external ticketing system.

example of using a Workflow to create a support ticket in an external ticketing system.
Set up the Create Ticket Shortcut button in the Messages Module
Tip: Learn more about Shortcut Trigger here.

Use a Trigger to create a Shortcut button in the Messages Module. This allows agents to initiate creating the support ticket workflow when needed without leaving the Messages Module.

Trigger configuration
1. Choose Shortcut as the Trigger in the dropdown.
2. Configure the Shortcut Icon, Name, and Description. These will be displayed in the Shortcuts menu for agents to easily identify and select the desired Shortcut.

Determine the fields required for a new ticket

To create a ticket, you’ll need to identify the mandatory fields and information for your ticketing system. This can usually be found in the ticketing system’s API documentation. Then decide the additional information you want to include. To complete this step, you’ll configure the Shortcut Button Form and the HTTP Request Step in Workflows.

Determine the fields required for a new ticket

Customize the Shortcut Button Form

Use the Shortcut Button Form for agents to add required information from the external ticketing system such as ticket name and a summary of the issue. The form data will be saved as Variables and used in the next steps of the Workflow. The Shortcut Form fields are customizable based on the information you need.

HubSpot Ticketing System Shortcut Form configuration
1. Create the Shortcut Form. In this example, we’ll use Ticket Name and Description as Form Field.
2. To save each Form Field answer, give each Output Variable a name. These Variables (saved Form Field answers) will be used in this Workflow’s HTTP Request Step in order to create a ticket in HubSpot.

Create a support ticket in an external ticketing system

Tip: Learn more about sending HTTP requests here.

Use the HTTP Request Step to create a support ticket in an external ticketing system. This initial configuration frames the support ticket information you want to set in your external ticketing system.

HubSpot HTTP Request initial configuration
To do this request, you’ll need API information from HubSpot. Find the Create a Ticket API Docs here.

1. Add the HTTP Request Step, select POST in the Method dropdown.
2. Input the URL endpoint of the HubSpot API.
3. Expand Body toggle, select application/json as Content-Type Header.
4. For the Request Body, HubSpot has 3 default ticket fields. It’s required to add the Ticket name, Pipeline and Ticket status as properties in the Request Body. Here’s an example with added ticket description and respond.io contact message link to be reflected in the support ticket for context on the customer’s issue.


5. Expand the Headers toggle, fill in the parameters as Authorization: Bearer {your HubSpot API Key}. Here’s how to get your HubSpot API Key.

This step will make the result of the ticket creation visible to agents so they can identify the next steps to take when in a conversation with a customer. This step includes mapping the data to save from the ticketing system and routing the success or failure of the ticket creation to its own Comment Step in Workflows.

Provide new ticket link to agents upon creation

Save data from the ticket system

Response Mapping is used to save the information you get from the ticket system as a Variable. The Variable can later be used to update the Contact’s field on respond.io.

HubSpot Response Mapping configuration
In order to map the retrieved data, you’ll need to know what the response looks like. Find the HubSpot API response example here.

1. Pick the fields you want to retrieve. In this example, we’ll retrieve the portalId and objectId field to get your HubSpot Hub ID and ticket ID.


2. In the HTTP Request configuration panel, expand the Response Mapping toggle, add $.portalId and $.objectId in the JSON Key field and give them a Variable name. Here’s how to fill in the JSON Key for different response formats.
3. Enable Save Response Status as Variable and give it a Variable name to be used in the Branch Step later in the Workflow.

Route to success and fail branch

Tip: Learn more about the Branch Step here.

Use the Branch Step to route to the next step based on the success or failure of the HTTP Request made earlier.

Branching configuration
1. Add a Branch Step > in Branch 1, select Variables > Status > is equal to in the dropdown.
2. Type 200 in the value field representing success response code. So if a support ticket is successfully created, you will be routed to the next step in Branch 1. Otherwise, you will be routed to the next step under the Else branch.

Provide ticket creation status and link to agents

Tip: Learn more about the Add Comment Step here.

Use the Add Comment Step to show agents the HTTP Request response status. In this example, if the request is successful, more information about the ticket can be added such as ticket ID and ticket link. If it fails, tag a manager to look into the problem.

Comment Ticket Status configuration
1. Under both branches, add a Comment Step.
2. In the Success branch, add the ticket status, Status Variable, and other desired information.
3. In the Fail branch, add the ticket status, Status Variable, and tag a manager to look into the failure to create a ticket.

Use the Create Ticket Shortcut button in the Messages Module

Method Objectives

  • Create a Ticket using the Shortcut button in the Messages Module and view response in Comment.

How-to

Create a Ticket using the Shortcut button in the Messages Module and view response in Comment

Here’s an example of how to create a support ticket using the Shortcut button in the Messages Module.

In the Messages Module, go to the toolbar at the bottom > click on Shortcut button > select Create a Ticket Shortcut > fill in the form > click Start > wait for Comment response.

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