はじめに
対話型AIプラットフォーム
チャットボットの概要
自然言語処理(NLP)
ボットの概念と用語
クイックスタートガイド
プラットフォームへのアクセス
ボットビルダーの操作
リリースノート
最新バージョン(英語)
以前のバージョン(英語)
廃止機能(英語)
コンセプト
設計
ストーリーボード
ダイアログタスク
ダイアログタスクとは
ダイアログビルダー
ノードタイプ
インテントノード
ダイアログノード
エンティティノード
フォームノード
確認ノード
ロジックノード
ボットアクションノード
サービスノード
Webhookノード
スクリプトノード
グループノード
エージェント転送ノード
ユーザープロンプト
音声通話プロパティ
イベント ハンドラー
ナレッジグラフ
ナレッジグラフの抽出
ナレッジグラフの構築
ボットにナレッジグラフを追加
グラフの作成
ナレッジグラフの構築
既存のソースからFAQを構築
特性、同義語、停止用語
変数ネームスペースの管理
更新
ノード間の質問と回答の移動
用語の編集と削除
質問と応答の編集
ナレッジグラフの分析
通知タスク
スモールトーク
デジタルスキル
デジタルフォーム
デジタルビュー
デジタルビューとは
パネル
ウィジェット
トレーニング
トレーニングとは
機械学習
機械学習とは
モデル検証
ファンダメンタルミーニング
ナレッジグラフ
示唆
ランキングおよび解決
NLPの詳細設定
NLPのガイドライン
インテリジェンス
インテリジェンスとは
コンテキスト
コンテキストインテント
割り込み
複数インテントの検出
エンティティの変更
デフォルトの会話
センチメント管理
トーン分析
テストとデバッグ
ボットと会話
発話テスト
バッチテスト
会話テスト
デプロイ
チャネル
公開
分析
ボットの分析
NLPメトリクス
会話フロー
Usage Metrics
封じ込め測定
カスタムダッシュボード
カスタムダッシュボードとは
メタタグ
カスタムダッシュボードとウィジェット
ユニバーサルボット
ユニバーサルボットとは
ユニバーサルボットの定義
ユニバーサルボットの作成
ユニバーサルボットのトレーニング
ユニバーサルボットのカスタマイズ
他言語の有効化
ストア
プラントと使用
Overview
Usage Plans
Support Plans
Invoices
管理
ボット認証
複数言語対応ボット
個人を特定できる情報の編集
ボット変数の使用
IVRのシステム連携
一般設定
ボット管理
ハウツー
会話スキルの設計
バンキングボットを作成
バンキングボット – 資金の振り替え
バンキングボット – 残高を更新
ナレッジグラフを構築
スマートアラートの予約方法
デジタルスキルの設計
デジタルフォームの設定方法
デジタルビューの設定方法
データテーブルのデータの追加方法
データテーブルのデータの更新方法
Add Data from Digital Forms
ボットのトレーニング
示唆の使用方法
インテントとエンティティのパターンの使用方法
コンテキスト切り替えの管理方法
ボットのデプロイ
エージェント転送の設定方法
ボット関数の使用方法
コンテンツ変数の使用方法
グローバル変数の使用方法
Web SDK Tutorial(英語)
Widget SDK Tutorial(英語)
ボットの分析
カスタムダッシュボードの作成方法
カスタムタグを使ってフィルタリング
管理
ボット管理者コンソール
ダッシュボード
ユーザーの管理
ユーザーの管理
グループの管理
ロール管理
ボット管理モジュール
登録
ユーザーの招待
招待状の一括送信
ユーザーデータのインポート
Active Directoryからユーザーを同期
セキュリティ/コンプライアンス
シングル サインオンの使用
セキュリティ設定
Billing(日本未対応)
  1. ホーム
  2. Integrations
  3. Using the Freshservice ITSM Action Templates

Using the Freshservice ITSM Action Templates

You can use the Prebuilt Action Templates from your Freshservice integration to auto-create dialog tasks and test them using the Talk to Bot option.

Steps to create a dialog task using Freshservice action templates:

  1. Go to Build > Conversation Skills > Dialog Tasks.
  2. Click Create a Dialog Task.
  3. On the Dialog Task pop-up, under the Integration, select the Freshservice option to view the action templates.
  4. If you have not configured any integration for your virtual assistant, you will see the Explore Integrations option. Once you click this option, you will be redirected to the Actions page to configure an integration for your VA. For more information, see Actions Overview.

Freshservice Actions

The following Freshservice actions are supported in this release:

Supported Tasks Description Method
Create a Ticket Creates a ticket in the Freshservice system. POST
Get ticket by ID Fetch ticket details with ID from the Freshservice system. GET
List all tickets Retrieves all tickets from the Freshservice system. GET
Update a ticket Update a ticket in the Freshservice system. PUT
Search ticket by field Search a ticket using the field details from the Freshservice system. GET
Delete a ticket Deletes a ticket from the Freshservice system. DELETE

Create a Ticket

Steps to create a ticket in the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Create Ticket dialog task is added with the following components:

    • createTicket – A user intent to create a ticket.
    • subject, description, email, priority, status, and phone – Entity nodes for gathering the required ticket details.
    • createTicketScript – A bot action script to create a ticket in an external integration.
    • createTicketService – A bot action service to create a ticket in an external integration. Click the Plus icon to expand to view the createTicketService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

      Sample Request:

      {
      "email": "rhsg@kore.com",
      "subject": "Support payment",
      "description": "Payment is pending issue",
      "status": 2,
      "priority": 3
      }

      To add one or more responses, scroll down and click the +Add Response button:
      Sample Response:

      {
      "ticket": {
      "cc_emails": [],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 27002140321,
      "requested_for_id": 27002140321,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Support payment...",
      "to_emails": null,
      "department_id": null,
      "id": 57,
      "type": "Incident",
      "due_by": "2022-10-07T21:00:00Z",
      "fr_due_by": "2022-09-30T18:00:00Z",
      "is_escalated": false,
      "description": "

      Payment is pending issue

      “,
      “description_text”: “Payment is pending issue”,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “custom_fields”: {},
      “created_at”: “2022-09-28T07:00:14Z”,
      “updated_at”: “2022-09-28T07:00:14Z”,
      “tags”: [],
      “attachments”: [] }

    • createTicketMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to create a ticket as shown below:

Get Ticket by ID

Steps to find a ticket using the ID in the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Get Ticket by ID dialog task is added with the following components:

    • getTicketbyId – A user intent to find a ticket by ID.
    • ticketID – Entity nodes for gathering the required ticket details.
    • getTicketbyIdService – A bot action service to find a ticket in an external integration. Click the Plus icon to expand to view the getTicketbyIdService bot action component properties.
    • In the Component Properties window, to add one or more responses, scroll down and click +Add Response:
      Sample Response:

      {
      "ticket": {
      "cc_emails": [],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 27002140321,
      "requested_for_id": 27002140321,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Support payment...",
      "to_emails": null,
      "department_id": null,
      "id": 57,
      "type": "Incident",
      "due_by": "2022-10-07T21:00:00Z",
      "fr_due_by": "2022-09-30T18:00:00Z",
      "is_escalated": false,
      "description": "

      Payment is pending issue

      “,
      “description_text”: “Payment is pending issue”,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “custom_fields”: {},
      “created_at”: “2022-09-28T07:00:14Z”,
      “updated_at”: “2022-09-28T07:00:14Z”,
      “tags”: [],
      “attachments”: [] }

    • getTicketbyIdMessage – A message node with script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to find a ticket by ID as shown below:
  6. You can now view the ticket in the Freshservice system.

List All Tickets

Steps to view all tickets in the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The List All Tickets dialog task is added with the following components:

    • listAllTickets – A user intent to view all tickets.
    • listAllTicketsService – A bot action service to fetch all tickets from an external integration. Click the Plus icon to expand to view the listAllCustomersService bot action component properties.
    • In the Component Properties window, to add one or more responses, scroll down and click +Add Response.

      Sample Response:

      {
      "tickets": [
      {
      "subject": "Support payment...",
      "group_id": null,
      "department_id": null,
      "category": null,
      "sub_category": null,
      "item_category": null,
      "requester_id": 27002140321,
      "responder_id": null,
      "due_by": "2022-10-07T21:00:00Z",
      "fr_escalated": false,
      "deleted": false,
      "spam": false,
      "email_config_id": null,
      "fwd_emails": [],
      "reply_cc_emails": [],
      "cc_emails": [],
      "is_escalated": false,
      "fr_due_by": "2022-09-30T18:00:00Z",
      "id": 57,
      "priority": 1,
      "status": 2,
      "source": 2,
      "created_at": "2022-09-28T07:00:14Z",
      "updated_at": "2022-09-28T07:00:14Z",
      "requested_for_id": 27002140321,
      "to_emails": null,
      "type": "Incident",
      "description": "

      Payment is pending issue…

      “,
      “description_text”: “Payment is pending issue…”,
      “custom_fields”: {}
      },
      {
      “subject”: “refer”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002135586,
      “responder_id”: null,
      “due_by”: “2022-09-28T15:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-27T16:00:00Z”,
      “id”: 55,
      “priority”: 3,
      “status”: 5,
      “source”: 2,
      “created_at”: “2022-09-27T10:02:42Z”,
      “updated_at”: “2022-09-27T10:16:14Z”,
      “requested_for_id”: 27002135586,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      qfvftwd

      “,
      “description_text”: “qfvftwd”,
      “custom_fields”: {}
      },
      {
      “subject”: “freshh”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134408,
      “responder_id”: null,
      “due_by”: “2022-09-28T15:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-27T16:00:00Z”,
      “id”: 54,
      “priority”: 3,
      “status”: 4,
      “source”: 2,
      “created_at”: “2022-09-27T07:19:38Z”,
      “updated_at”: “2022-09-27T11:53:52Z”,
      “requested_for_id”: 27002134408,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: “Loremdf fwhguhsfsdkjvvnskvfbewuvbwehj”,
      “description_text”: “Loremdf fwhguhsfsdkjvvnskvfbewuvbwehj”,
      “custom_fields”: {}
      },
      {
      “subject”: “wet”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134241,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 53,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-27T06:34:46Z”,
      “updated_at”: “2022-09-27T06:34:46Z”,
      “requested_for_id”: 27002134241,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      hrjtyhrte

      “,
      “description_text”: “hrjtyhrte”,
      “custom_fields”: {}
      },
      {
      “subject”: “rewet”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134235,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 51,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-27T06:31:49Z”,
      “updated_at”: “2022-09-27T06:31:49Z”,
      “requested_for_id”: 27002134235,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      gnhgfd

      “,
      “description_text”: “gnhgfd”,
      “custom_fields”: {}
      },
      {
      “subject”: “frown”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134223,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 50,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-27T06:24:47Z”,
      “updated_at”: “2022-09-27T06:24:47Z”,
      “requested_for_id”: 27002134223,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      frwetyefd

      “,
      “description_text”: “frwetyefd”,
      “custom_fields”: {}
      },
      {
      “subject”: “Gehr”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134213,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 48,
      “priority”: 1,
      “status”: 3,
      “source”: 2,
      “created_at”: “2022-09-27T06:21:44Z”,
      “updated_at”: “2022-09-27T06:21:44Z”,
      “requested_for_id”: 27002134213,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      right

      “,
      “description_text”: “right”,
      “custom_fields”: {}
      },
      {
      “subject”: “wfwgtg”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134136,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 47,
      “priority”: 1,
      “status”: 4,
      “source”: 2,
      “created_at”: “2022-09-27T05:59:30Z”,
      “updated_at”: “2022-09-27T05:59:30Z”,
      “requested_for_id”: 27002134136,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      rwtytuiutyre

      “,
      “description_text”: “rwtytuiutyre”,
      “custom_fields”: {}
      },
      {
      “subject”: “fergt”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134094,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 46,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-27T05:41:14Z”,
      “updated_at”: “2022-09-27T05:51:01Z”,
      “requested_for_id”: 27002134094,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      ewqwrtg

      “,
      “description_text”: “ewqwrtg”,
      “custom_fields”: {}
      },
      {
      “subject”: “rerun”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002130160,
      “responder_id”: null,
      “due_by”: “2022-10-06T15:28:50Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T12:28:50Z”,
      “id”: 45,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T15:28:50Z”,
      “updated_at”: “2022-09-26T15:28:50Z”,
      “requested_for_id”: 27002130160,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      fuhrer

      “,
      “description_text”: “fuhrer”,
      “custom_fields”: {}
      },
      {
      “subject”: “deuced”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002130150,
      “responder_id”: null,
      “due_by”: “2022-10-06T15:14:51Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T12:14:51Z”,
      “id”: 43,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T15:14:51Z”,
      “updated_at”: “2022-09-26T15:14:51Z”,
      “requested_for_id”: 27002130150,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      density

      “,
      “description_text”: “density”,
      “custom_fields”: {}
      },
      {
      “subject”: “Ingjar”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002130106,
      “responder_id”: null,
      “due_by”: “2022-10-06T14:44:03Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T20:44:04Z”,
      “id”: 42,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T14:44:03Z”,
      “updated_at”: “2022-09-26T14:44:03Z”,
      “requested_for_id”: 27002130106,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      wfkjge

      “,
      “description_text”: “wfkjge”,
      “custom_fields”: {}
      },
      {
      “subject”: “rehear”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002130041,
      “responder_id”: null,
      “due_by”: “2022-10-06T14:41:24Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T20:41:24Z”,
      “id”: 41,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T14:41:24Z”,
      “updated_at”: “2022-09-26T14:41:24Z”,
      “requested_for_id”: 27002130041,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      jfsg

      “,
      “description_text”: “jfsg”,
      “custom_fields”: {}
      },
      {
      “subject”: “Pueu”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002126922,
      “responder_id”: null,
      “due_by”: “2022-10-06T13:27:43Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T19:27:43Z”,
      “id”: 40,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T13:27:43Z”,
      “updated_at”: “2022-09-26T13:27:43Z”,
      “requested_for_id”: 27002126922,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      ewrtr

      “,
      “description_text”: “ewrtr”,
      “custom_fields”: {}
      },
      {
      “subject”: “Support payment…”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120954,
      “responder_id”: null,
      “due_by”: “2022-10-06T12:52:44Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T18:52:44Z”,
      “id”: 38,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T12:52:44Z”,
      “updated_at”: “2022-09-26T12:52:44Z”,
      “requested_for_id”: 27002120954,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      Payment is pending issue…

      “,
      “description_text”: “Payment is pending issue…”,
      “custom_fields”: {}
      },
      {
      “subject”: “tow”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002126328,
      “responder_id”: null,
      “due_by”: “2022-10-06T12:11:46Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T18:11:46Z”,
      “id”: 36,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T12:11:46Z”,
      “updated_at”: “2022-09-26T12:11:46Z”,
      “requested_for_id”: 27002126328,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      RORT

      “,
      “description_text”: “RORT”,
      “custom_fields”: {}
      },
      {
      “subject”: “WJF”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002126324,
      “responder_id”: null,
      “due_by”: “2022-10-06T12:06:33Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T18:06:33Z”,
      “id”: 34,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T12:06:33Z”,
      “updated_at”: “2022-09-26T12:06:33Z”,
      “requested_for_id”: 27002126324,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      jjrwehg

      “,
      “description_text”: “jjrwehg”,
      “custom_fields”: {}
      },
      {
      “subject”: “Support Needed…”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120952,
      “responder_id”: null,
      “due_by”: “2022-10-05T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T18:00:00Z”,
      “id”: 6,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-24T18:43:39Z”,
      “updated_at”: “2022-09-24T18:43:39Z”,
      “requested_for_id”: 27002120952,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      Details about the issue…

      “,
      “description_text”: “Details about the issue…”,
      “custom_fields”: {}
      },
      {
      “subject”: “Login issue”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120946,
      “responder_id”: null,
      “due_by”: “2022-09-28T18:00:00Z”,
      “fr_escalated”: true,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-26T20:00:00Z”,
      “id”: 5,
      “priority”: 2,
      “status”: 2,
      “source”: 1,
      “created_at”: “2022-09-24T18:14:56Z”,
      “updated_at”: “2022-09-24T18:18:52Z”,
      “requested_for_id”: 27002120946,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      \n

      Unable to login

      \n

      “,
      “description_text”: “Unable to login”,
      “custom_fields”: {}
      },
      {
      “subject”: “Request for Andrea : Dell Monitor”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120938,
      “responder_id”: null,
      “due_by”: “2022-09-28T18:00:00Z”,
      “fr_escalated”: true,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-26T20:00:00Z”,
      “id”: 3,
      “priority”: 2,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-24T17:59:25Z”,
      “updated_at”: “2022-09-24T17:59:25Z”,
      “requested_for_id”: 27002120938,
      “to_emails”: null,
      “type”: “Service Request”,
      “description”: “”,
      “description_text”: “”,
      “custom_fields”: {}
      }
      ] }

    • listAllTicketsMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to view all tickets as shown below:

Update a Ticket

Steps to update a ticket in the Freshdesk integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Update a Ticket dialog task is added with the following components:

    • updateTicket – A user intent to update a ticket.
    • ticketID, updateField, email, subject, description, status, and priority – Entity nodes for gathering the required ticket details.
    • updateTicketScript – A bot action service to update a ticket in an external integration. Click the Plus icon to expand to view the updateTicketScript bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

      Sample Request:

      {
      "email": "work@kore.com",
      "subject": "LOGIN ISSUE...",
      "description": "Unable to login...",
      "status": 4,
      "priority": 2
      }

      To add one or more responses, scroll down and click +Add Response.
      Sample Response:

      {
      "ticket": {
      "cc_emails": [],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "spam": false,
      "email_config_id": null,
      "fr_escalated": false,
      "group_id": null,
      "priority": 2,
      "requester_id": 27002140415,
      "requested_for_id": 27002140415,
      "responder_id": null,
      "source": 2,
      "status": 4,
      "subject": "LOGIN ISSUE...",
      "description": "Unable to login...",
      "description_text": "Unable to login...",
      "category": null,
      "sub_category": null,
      "item_category": null,
      "custom_fields": {},
      "id": 54,
      "type": "Incident",
      "to_emails": null,
      "department_id": null,
      "is_escalated": false,
      "tags": [],
      "due_by": "2022-09-30T14:00:00-04:00",
      "fr_due_by": "2022-09-28T16:00:00-04:00",
      "created_at": "2022-09-27T07:19:38Z",
      "updated_at": "2022-09-28T07:22:17Z",
      "attachments": [] }
      }
    • updateTicketMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to update a ticket as shown below:

Search Ticket by Field

Steps to search ticket by field from the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Search Ticket by Field dialog task is added with the following components:

    • searchTicket -: A user intent to list all invoices.
    • chooseField, priority, email, and status – Entity nodes for gathering the required ticket details.
    • searchTicketScript – A bot action service to search a ticket by field in an external integration.
    • searchTicketService – A bot action service to find a ticket by field in an external integration. Click the Plus icon to expand to view the searchTicketService bot action component properties.
    • In the Component Properties window, to add one or more responses, scroll down and click +Add Response as shown below:
      Sample Response:

      {
      "tickets": [
      {
      "subject": "refer",
      "group_id": null,
      "department_id": null,
      "category": null,
      "sub_category": null,
      "item_category": null,
      "requester_id": 27002135586,
      "responder_id": null,
      "due_by": "2022-09-28T15:00:00Z",
      "fr_escalated": false,
      "deleted": false,
      "spam": false,
      "email_config_id": null,
      "fwd_emails": [],
      "reply_cc_emails": [],
      "cc_emails": [],
      "is_escalated": false,
      "fr_due_by": "2022-09-27T16:00:00Z",
      "priority": 3,
      "source": 2,
      "status": 5,
      "created_at": "2022-09-27T10:02:42Z",
      "updated_at": "2022-09-27T10:16:14Z",
      "requested_for_id": 27002135586,
      "to_emails": null,
      "id": 55,
      "type": "Incident",
      "description": "

      qfvftwd

      “,
      “description_text”: “qfvftwd”
      },
      {
      “subject”: “Support payment…”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120954,
      “responder_id”: null,
      “due_by”: “2022-09-27T15:00:00Z”,
      “fr_escalated”: true,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: true,
      “fr_due_by”: “2022-09-26T16:00:00Z”,
      “priority”: 3,
      “source”: 2,
      “status”: 2,
      “created_at”: “2022-09-24T18:46:20Z”,
      “updated_at”: “2022-09-25T06:36:43Z”,
      “requested_for_id”: 27002120954,
      “to_emails”: null,
      “id”: 7,
      “type”: “Incident”,
      “description”: ”

      Payment is pending issue…

      “,
      “description_text”: “Payment is pending issue…”
      }
      ],
      “total”: 2
      }

    • searchTicketMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to find a ticket by field as shown below:

Delete a Ticket

Steps to delete a ticket in the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Delete a Ticket dialog task is added with the following components:

    • deleteTicket – A user intent to make payments.
    • ticketID – Entity nodes for gathering the required ticket details.
    • deleteTicketService – A bot action service to delete a ticket in an external integration. Click the Plus icon to expand to view the deleteTicketService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:
    • deleteTicketMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to delete a ticket.

Using the Freshservice ITSM Action Templates

You can use the Prebuilt Action Templates from your Freshservice integration to auto-create dialog tasks and test them using the Talk to Bot option.

Steps to create a dialog task using Freshservice action templates:

  1. Go to Build > Conversation Skills > Dialog Tasks.
  2. Click Create a Dialog Task.
  3. On the Dialog Task pop-up, under the Integration, select the Freshservice option to view the action templates.
  4. If you have not configured any integration for your virtual assistant, you will see the Explore Integrations option. Once you click this option, you will be redirected to the Actions page to configure an integration for your VA. For more information, see Actions Overview.

Freshservice Actions

The following Freshservice actions are supported in this release:

Supported Tasks Description Method
Create a Ticket Creates a ticket in the Freshservice system. POST
Get ticket by ID Fetch ticket details with ID from the Freshservice system. GET
List all tickets Retrieves all tickets from the Freshservice system. GET
Update a ticket Update a ticket in the Freshservice system. PUT
Search ticket by field Search a ticket using the field details from the Freshservice system. GET
Delete a ticket Deletes a ticket from the Freshservice system. DELETE

Create a Ticket

Steps to create a ticket in the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Create Ticket dialog task is added with the following components:

    • createTicket – A user intent to create a ticket.
    • subject, description, email, priority, status, and phone – Entity nodes for gathering the required ticket details.
    • createTicketScript – A bot action script to create a ticket in an external integration.
    • createTicketService – A bot action service to create a ticket in an external integration. Click the Plus icon to expand to view the createTicketService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

      Sample Request:

      {
      "email": "rhsg@kore.com",
      "subject": "Support payment",
      "description": "Payment is pending issue",
      "status": 2,
      "priority": 3
      }

      To add one or more responses, scroll down and click the +Add Response button:
      Sample Response:

      {
      "ticket": {
      "cc_emails": [],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 27002140321,
      "requested_for_id": 27002140321,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Support payment...",
      "to_emails": null,
      "department_id": null,
      "id": 57,
      "type": "Incident",
      "due_by": "2022-10-07T21:00:00Z",
      "fr_due_by": "2022-09-30T18:00:00Z",
      "is_escalated": false,
      "description": "

      Payment is pending issue

      “,
      “description_text”: “Payment is pending issue”,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “custom_fields”: {},
      “created_at”: “2022-09-28T07:00:14Z”,
      “updated_at”: “2022-09-28T07:00:14Z”,
      “tags”: [],
      “attachments”: [] }

    • createTicketMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to create a ticket as shown below:

Get Ticket by ID

Steps to find a ticket using the ID in the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Get Ticket by ID dialog task is added with the following components:

    • getTicketbyId – A user intent to find a ticket by ID.
    • ticketID – Entity nodes for gathering the required ticket details.
    • getTicketbyIdService – A bot action service to find a ticket in an external integration. Click the Plus icon to expand to view the getTicketbyIdService bot action component properties.
    • In the Component Properties window, to add one or more responses, scroll down and click +Add Response:
      Sample Response:

      {
      "ticket": {
      "cc_emails": [],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "fr_escalated": false,
      "spam": false,
      "email_config_id": null,
      "group_id": null,
      "priority": 1,
      "requester_id": 27002140321,
      "requested_for_id": 27002140321,
      "responder_id": null,
      "source": 2,
      "status": 2,
      "subject": "Support payment...",
      "to_emails": null,
      "department_id": null,
      "id": 57,
      "type": "Incident",
      "due_by": "2022-10-07T21:00:00Z",
      "fr_due_by": "2022-09-30T18:00:00Z",
      "is_escalated": false,
      "description": "

      Payment is pending issue

      “,
      “description_text”: “Payment is pending issue”,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “custom_fields”: {},
      “created_at”: “2022-09-28T07:00:14Z”,
      “updated_at”: “2022-09-28T07:00:14Z”,
      “tags”: [],
      “attachments”: [] }

    • getTicketbyIdMessage – A message node with script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to find a ticket by ID as shown below:
  6. You can now view the ticket in the Freshservice system.

List All Tickets

Steps to view all tickets in the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The List All Tickets dialog task is added with the following components:

    • listAllTickets – A user intent to view all tickets.
    • listAllTicketsService – A bot action service to fetch all tickets from an external integration. Click the Plus icon to expand to view the listAllCustomersService bot action component properties.
    • In the Component Properties window, to add one or more responses, scroll down and click +Add Response.

      Sample Response:

      {
      "tickets": [
      {
      "subject": "Support payment...",
      "group_id": null,
      "department_id": null,
      "category": null,
      "sub_category": null,
      "item_category": null,
      "requester_id": 27002140321,
      "responder_id": null,
      "due_by": "2022-10-07T21:00:00Z",
      "fr_escalated": false,
      "deleted": false,
      "spam": false,
      "email_config_id": null,
      "fwd_emails": [],
      "reply_cc_emails": [],
      "cc_emails": [],
      "is_escalated": false,
      "fr_due_by": "2022-09-30T18:00:00Z",
      "id": 57,
      "priority": 1,
      "status": 2,
      "source": 2,
      "created_at": "2022-09-28T07:00:14Z",
      "updated_at": "2022-09-28T07:00:14Z",
      "requested_for_id": 27002140321,
      "to_emails": null,
      "type": "Incident",
      "description": "

      Payment is pending issue…

      “,
      “description_text”: “Payment is pending issue…”,
      “custom_fields”: {}
      },
      {
      “subject”: “refer”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002135586,
      “responder_id”: null,
      “due_by”: “2022-09-28T15:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-27T16:00:00Z”,
      “id”: 55,
      “priority”: 3,
      “status”: 5,
      “source”: 2,
      “created_at”: “2022-09-27T10:02:42Z”,
      “updated_at”: “2022-09-27T10:16:14Z”,
      “requested_for_id”: 27002135586,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      qfvftwd

      “,
      “description_text”: “qfvftwd”,
      “custom_fields”: {}
      },
      {
      “subject”: “freshh”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134408,
      “responder_id”: null,
      “due_by”: “2022-09-28T15:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-27T16:00:00Z”,
      “id”: 54,
      “priority”: 3,
      “status”: 4,
      “source”: 2,
      “created_at”: “2022-09-27T07:19:38Z”,
      “updated_at”: “2022-09-27T11:53:52Z”,
      “requested_for_id”: 27002134408,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: “Loremdf fwhguhsfsdkjvvnskvfbewuvbwehj”,
      “description_text”: “Loremdf fwhguhsfsdkjvvnskvfbewuvbwehj”,
      “custom_fields”: {}
      },
      {
      “subject”: “wet”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134241,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 53,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-27T06:34:46Z”,
      “updated_at”: “2022-09-27T06:34:46Z”,
      “requested_for_id”: 27002134241,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      hrjtyhrte

      “,
      “description_text”: “hrjtyhrte”,
      “custom_fields”: {}
      },
      {
      “subject”: “rewet”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134235,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 51,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-27T06:31:49Z”,
      “updated_at”: “2022-09-27T06:31:49Z”,
      “requested_for_id”: 27002134235,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      gnhgfd

      “,
      “description_text”: “gnhgfd”,
      “custom_fields”: {}
      },
      {
      “subject”: “frown”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134223,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 50,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-27T06:24:47Z”,
      “updated_at”: “2022-09-27T06:24:47Z”,
      “requested_for_id”: 27002134223,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      frwetyefd

      “,
      “description_text”: “frwetyefd”,
      “custom_fields”: {}
      },
      {
      “subject”: “Gehr”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134213,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 48,
      “priority”: 1,
      “status”: 3,
      “source”: 2,
      “created_at”: “2022-09-27T06:21:44Z”,
      “updated_at”: “2022-09-27T06:21:44Z”,
      “requested_for_id”: 27002134213,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      right

      “,
      “description_text”: “right”,
      “custom_fields”: {}
      },
      {
      “subject”: “wfwgtg”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134136,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 47,
      “priority”: 1,
      “status”: 4,
      “source”: 2,
      “created_at”: “2022-09-27T05:59:30Z”,
      “updated_at”: “2022-09-27T05:59:30Z”,
      “requested_for_id”: 27002134136,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      rwtytuiutyre

      “,
      “description_text”: “rwtytuiutyre”,
      “custom_fields”: {}
      },
      {
      “subject”: “fergt”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002134094,
      “responder_id”: null,
      “due_by”: “2022-10-06T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T18:00:00Z”,
      “id”: 46,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-27T05:41:14Z”,
      “updated_at”: “2022-09-27T05:51:01Z”,
      “requested_for_id”: 27002134094,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      ewqwrtg

      “,
      “description_text”: “ewqwrtg”,
      “custom_fields”: {}
      },
      {
      “subject”: “rerun”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002130160,
      “responder_id”: null,
      “due_by”: “2022-10-06T15:28:50Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T12:28:50Z”,
      “id”: 45,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T15:28:50Z”,
      “updated_at”: “2022-09-26T15:28:50Z”,
      “requested_for_id”: 27002130160,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      fuhrer

      “,
      “description_text”: “fuhrer”,
      “custom_fields”: {}
      },
      {
      “subject”: “deuced”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002130150,
      “responder_id”: null,
      “due_by”: “2022-10-06T15:14:51Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-29T12:14:51Z”,
      “id”: 43,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T15:14:51Z”,
      “updated_at”: “2022-09-26T15:14:51Z”,
      “requested_for_id”: 27002130150,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      density

      “,
      “description_text”: “density”,
      “custom_fields”: {}
      },
      {
      “subject”: “Ingjar”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002130106,
      “responder_id”: null,
      “due_by”: “2022-10-06T14:44:03Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T20:44:04Z”,
      “id”: 42,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T14:44:03Z”,
      “updated_at”: “2022-09-26T14:44:03Z”,
      “requested_for_id”: 27002130106,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      wfkjge

      “,
      “description_text”: “wfkjge”,
      “custom_fields”: {}
      },
      {
      “subject”: “rehear”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002130041,
      “responder_id”: null,
      “due_by”: “2022-10-06T14:41:24Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T20:41:24Z”,
      “id”: 41,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T14:41:24Z”,
      “updated_at”: “2022-09-26T14:41:24Z”,
      “requested_for_id”: 27002130041,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      jfsg

      “,
      “description_text”: “jfsg”,
      “custom_fields”: {}
      },
      {
      “subject”: “Pueu”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002126922,
      “responder_id”: null,
      “due_by”: “2022-10-06T13:27:43Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T19:27:43Z”,
      “id”: 40,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T13:27:43Z”,
      “updated_at”: “2022-09-26T13:27:43Z”,
      “requested_for_id”: 27002126922,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      ewrtr

      “,
      “description_text”: “ewrtr”,
      “custom_fields”: {}
      },
      {
      “subject”: “Support payment…”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120954,
      “responder_id”: null,
      “due_by”: “2022-10-06T12:52:44Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T18:52:44Z”,
      “id”: 38,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T12:52:44Z”,
      “updated_at”: “2022-09-26T12:52:44Z”,
      “requested_for_id”: 27002120954,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      Payment is pending issue…

      “,
      “description_text”: “Payment is pending issue…”,
      “custom_fields”: {}
      },
      {
      “subject”: “tow”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002126328,
      “responder_id”: null,
      “due_by”: “2022-10-06T12:11:46Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T18:11:46Z”,
      “id”: 36,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T12:11:46Z”,
      “updated_at”: “2022-09-26T12:11:46Z”,
      “requested_for_id”: 27002126328,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      RORT

      “,
      “description_text”: “RORT”,
      “custom_fields”: {}
      },
      {
      “subject”: “WJF”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002126324,
      “responder_id”: null,
      “due_by”: “2022-10-06T12:06:33Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T18:06:33Z”,
      “id”: 34,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-26T12:06:33Z”,
      “updated_at”: “2022-09-26T12:06:33Z”,
      “requested_for_id”: 27002126324,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      jjrwehg

      “,
      “description_text”: “jjrwehg”,
      “custom_fields”: {}
      },
      {
      “subject”: “Support Needed…”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120952,
      “responder_id”: null,
      “due_by”: “2022-10-05T21:00:00Z”,
      “fr_escalated”: false,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-28T18:00:00Z”,
      “id”: 6,
      “priority”: 1,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-24T18:43:39Z”,
      “updated_at”: “2022-09-24T18:43:39Z”,
      “requested_for_id”: 27002120952,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      Details about the issue…

      “,
      “description_text”: “Details about the issue…”,
      “custom_fields”: {}
      },
      {
      “subject”: “Login issue”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120946,
      “responder_id”: null,
      “due_by”: “2022-09-28T18:00:00Z”,
      “fr_escalated”: true,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-26T20:00:00Z”,
      “id”: 5,
      “priority”: 2,
      “status”: 2,
      “source”: 1,
      “created_at”: “2022-09-24T18:14:56Z”,
      “updated_at”: “2022-09-24T18:18:52Z”,
      “requested_for_id”: 27002120946,
      “to_emails”: null,
      “type”: “Incident”,
      “description”: ”

      \n

      Unable to login

      \n

      “,
      “description_text”: “Unable to login”,
      “custom_fields”: {}
      },
      {
      “subject”: “Request for Andrea : Dell Monitor”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120938,
      “responder_id”: null,
      “due_by”: “2022-09-28T18:00:00Z”,
      “fr_escalated”: true,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: false,
      “fr_due_by”: “2022-09-26T20:00:00Z”,
      “id”: 3,
      “priority”: 2,
      “status”: 2,
      “source”: 2,
      “created_at”: “2022-09-24T17:59:25Z”,
      “updated_at”: “2022-09-24T17:59:25Z”,
      “requested_for_id”: 27002120938,
      “to_emails”: null,
      “type”: “Service Request”,
      “description”: “”,
      “description_text”: “”,
      “custom_fields”: {}
      }
      ] }

    • listAllTicketsMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to view all tickets as shown below:

Update a Ticket

Steps to update a ticket in the Freshdesk integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Update a Ticket dialog task is added with the following components:

    • updateTicket – A user intent to update a ticket.
    • ticketID, updateField, email, subject, description, status, and priority – Entity nodes for gathering the required ticket details.
    • updateTicketScript – A bot action service to update a ticket in an external integration. Click the Plus icon to expand to view the updateTicketScript bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

      Sample Request:

      {
      "email": "work@kore.com",
      "subject": "LOGIN ISSUE...",
      "description": "Unable to login...",
      "status": 4,
      "priority": 2
      }

      To add one or more responses, scroll down and click +Add Response.
      Sample Response:

      {
      "ticket": {
      "cc_emails": [],
      "fwd_emails": [],
      "reply_cc_emails": [],
      "spam": false,
      "email_config_id": null,
      "fr_escalated": false,
      "group_id": null,
      "priority": 2,
      "requester_id": 27002140415,
      "requested_for_id": 27002140415,
      "responder_id": null,
      "source": 2,
      "status": 4,
      "subject": "LOGIN ISSUE...",
      "description": "Unable to login...",
      "description_text": "Unable to login...",
      "category": null,
      "sub_category": null,
      "item_category": null,
      "custom_fields": {},
      "id": 54,
      "type": "Incident",
      "to_emails": null,
      "department_id": null,
      "is_escalated": false,
      "tags": [],
      "due_by": "2022-09-30T14:00:00-04:00",
      "fr_due_by": "2022-09-28T16:00:00-04:00",
      "created_at": "2022-09-27T07:19:38Z",
      "updated_at": "2022-09-28T07:22:17Z",
      "attachments": [] }
      }
    • updateTicketMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to update a ticket as shown below:

Search Ticket by Field

Steps to search ticket by field from the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Search Ticket by Field dialog task is added with the following components:

    • searchTicket -: A user intent to list all invoices.
    • chooseField, priority, email, and status – Entity nodes for gathering the required ticket details.
    • searchTicketScript – A bot action service to search a ticket by field in an external integration.
    • searchTicketService – A bot action service to find a ticket by field in an external integration. Click the Plus icon to expand to view the searchTicketService bot action component properties.
    • In the Component Properties window, to add one or more responses, scroll down and click +Add Response as shown below:
      Sample Response:

      {
      "tickets": [
      {
      "subject": "refer",
      "group_id": null,
      "department_id": null,
      "category": null,
      "sub_category": null,
      "item_category": null,
      "requester_id": 27002135586,
      "responder_id": null,
      "due_by": "2022-09-28T15:00:00Z",
      "fr_escalated": false,
      "deleted": false,
      "spam": false,
      "email_config_id": null,
      "fwd_emails": [],
      "reply_cc_emails": [],
      "cc_emails": [],
      "is_escalated": false,
      "fr_due_by": "2022-09-27T16:00:00Z",
      "priority": 3,
      "source": 2,
      "status": 5,
      "created_at": "2022-09-27T10:02:42Z",
      "updated_at": "2022-09-27T10:16:14Z",
      "requested_for_id": 27002135586,
      "to_emails": null,
      "id": 55,
      "type": "Incident",
      "description": "

      qfvftwd

      “,
      “description_text”: “qfvftwd”
      },
      {
      “subject”: “Support payment…”,
      “group_id”: null,
      “department_id”: null,
      “category”: null,
      “sub_category”: null,
      “item_category”: null,
      “requester_id”: 27002120954,
      “responder_id”: null,
      “due_by”: “2022-09-27T15:00:00Z”,
      “fr_escalated”: true,
      “deleted”: false,
      “spam”: false,
      “email_config_id”: null,
      “fwd_emails”: [],
      “reply_cc_emails”: [],
      “cc_emails”: [],
      “is_escalated”: true,
      “fr_due_by”: “2022-09-26T16:00:00Z”,
      “priority”: 3,
      “source”: 2,
      “status”: 2,
      “created_at”: “2022-09-24T18:46:20Z”,
      “updated_at”: “2022-09-25T06:36:43Z”,
      “requested_for_id”: 27002120954,
      “to_emails”: null,
      “id”: 7,
      “type”: “Incident”,
      “description”: ”

      Payment is pending issue…

      “,
      “description_text”: “Payment is pending issue…”
      }
      ],
      “total”: 2
      }

    • searchTicketMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to find a ticket by field as shown below:

Delete a Ticket

Steps to delete a ticket in the Freshservice integration:

  1. Refer to the Installing the Freshservice templates section to install this template.
  2. The Delete a Ticket dialog task is added with the following components:

    • deleteTicket – A user intent to make payments.
    • ticketID – Entity nodes for gathering the required ticket details.
    • deleteTicketService – A bot action service to delete a ticket in an external integration. Click the Plus icon to expand to view the deleteTicketService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:
    • deleteTicketMessage – A message node with the script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to delete a ticket.
メニュー