Third Party Help Desk

How to use a third party help desk with Octocom

Octocom AI bots are fully compatible with external help desks. Your company can adopt Octocom without changing the tools that your customer service team uses.

The tickets in your help desk can be created upon 2 conditions:

• A conversation is transferred to a human by the bot – When the bot cannot resolve the issue, it hands the conversation off to a human agent, triggering ticket creation.

• A conversation is closed – A ticket can be created when a conversation is marked as resolved or becomes inactive.

The closed ticket condition is optional. You may choose to just receive transferred tickets (the tickets that 100% require human attention) or receive all tickets.

Once a ticket appears in your help desk, everything works as usual. You can configure Octocom to add specific tags to your tickets if you wish to track the tickets created by Octocom.