Improved User Identification and Ticket Association in Guided Conversation Flow (Chatbot)

Improved User Identification and Ticket Association in Guided Conversation Flow (Chatbot)

We’d love to see some enhancements in Zoho Desk’s “GC Flow” to streamline ticket management and improve user support experiences. Here’s the idea:

Currently, when users enter information like name, email, or company during a chatbot session, this data is collected but doesn’t automatically link with existing contacts or tickets. Here’s where we see room for improvement:

1. User Identification by Email: If a user enters an email already associated with an existing contact, Zoho Desk should identify this and link the new ticket/chat to that contact’s history. This way, support agents can see all prior interactions, providing better context and continuity in support.
2. Subject and Custom info: At the moment, the subject of every ticket created through the chatbot is set to “/start.” Instead, the system could use the initial issue or query the user types as the subject line for better clarity and ticket organization. Similarly, any other collected details, like any custom fields should be tied to the created ticket to make information retrieval seamless.



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