Elevating Service Desk Customer Support with Cherwell Ticketing Integration
In the fast-paced world of customer support, efficiency is key. Modern organizations rely on ticketing systems to manage customer inquiries and incidents effectively. Chime, a versatile communication and collaboration platform, has seamlessly integrated with Cherwell, a leading IT service management (ITSM) platform. This integration empowers support teams to streamline ticket management and enhance the customer support experience. In this comprehensive blog post, we will explore the various facets of Cherwell Ticketing Integration in Chime.
Cherwell Ticket Listing Pipeline Action
Overview
The Cherwell Ticket Listing Pipeline Action is a critical feature within Chime that enables support teams to fetch open incidents from Cherwell and associate them with chat sessions. This integration simplifies the process of identifying and addressing seeker requests for advisors.
Chime V5 Cherwell Features
To use Cherwell integration, enable the following Cherwell features within Chime:
ChimeV5.Ticketing.Cherwell
ChimeV5.Pipeline.CherwellTickets
Cherwell Instance Configuration
Before diving into the integration, administrators need to configure the Cherwell instance in Chime. This involves specifying the Cherwell instance URL and providing the necessary credentials in the Chime Configuration settings.
Pipeline Configuration
The heart of this integration lies in the Pipeline Configuration, where you define how the ticketing system should function within Chime. Key elements to configure include:
Prompt: This field contains the title that will appear on the ticket listing card, providing context to advisors.
No Result State: Specify the pipeline key to which the seeker should be moved if no incidents are found for the seeker.
Lookup tickets using Session Meta Data Field: This field is used for searching incidents in Cherwell. In most cases, it should be the seeker's email address, simplifying the matching of incidents.
Next Stage: Determine the pipeline key to which the seeker should be moved after they select and associate an incident with the session.
Options: Additional pipeline navigation options can be added to the ticketing card as needed.
Seeker Experience
For seekers, the experience is straightforward and user-friendly. When initiating a chat session, the pipeline displays a list of open incidents. Clicking on an incident option reveals essential information such as the incident's link, description, and the last updated timestamp.
Associating Incidents with Chat Sessions
Associating an incident with the chat session is effortless for seekers. They can select the option that best describes their concern, which associates the incident and moves the seeker to the next stage, as specified in the pipeline configuration.
JavaScript API Calls for Cherwell Integration
For advanced interactions with Cherwell ticketing APIs, Chime offers JavaScript Cherwell helper methods. Here are some key methods and examples:
Script Method - getCherwellTickets('seekerEmailAddress')
This method retrieves a list of tickets associated with a seeker's email address. The script call appears as follows:
The response is a JSON array containing ticket details, which can be easily manipulated within your chat pipeline.
Script Methods for Ticket Updates
Chime's JavaScript Cherwell helper calls enable you to update ticket descriptions and assign tickets to specific advisors. Here are the methods and examples:
updateCherwellTicketDescription(ticketNumber, updatedDescription)
assignCherwellTicket(ticketNumber, agentEmailAddress)
// API call to update description
var result = updateCherwellTicketDescription('00070', 'Please engage the network team');
// API call to assign the ticket
var result = assignCherwellTicket('00070', 'agent@domain');
These API calls return the updated ticket records, enabling seamless ticket management.
Cherwell Create or Update Ticket Pipeline Action
Overview
The Cherwell Create or Update Ticket Pipeline Action allows you to create new Cherwell tickets or update existing ones. It also assigns tickets to specific advisors and pushes chat transcripts to ticket records.
Chime V5 Cherwell Features
To use Cherwell integration, enable the following Cherwell features within Chime:
ChimeV5.Ticketing.Cherwell
ChimeV5.Pipeline.CherwellCreateTicket
Pipeline Configuration
Configure this pipeline action with the following elements:
Notify seeker Cherwell ticket is about to get created/updated: This field contains a message to notify the seeker when a ticket is about to be created or updated.
Provide seeker Cherwell ticket details: This field contains a message to send the seeker ticket details, including the ticket number, ID, and URL.
Seeker Experience
For seekers, this pipeline action ensures a smooth experience. They are notified when an incident is about to be created or updated. They also receive ticket details, including the ticket number and URL, to access the ticket record.
Conclusion
The Cherwell Ticketing Integration in Chime streamlines customer support and incident management. By configuring Cherwell instances, defining pipeline actions, and leveraging JavaScript helper methods, support teams can seamlessly manage tickets, update ticket details, and enhance the overall support experience. This integration empowers organizations to deliver exceptional customer support efficiently.
For additional information and resources on Cherwell integration in Chime, explore the related items and documentation provided. With these powerful tools at your disposal, you can elevate your customer support capabilities and provide superior service to your customers.
Related Items
To further enhance your understanding and utilization of the Cherwell integration in Chime, here are some related resources:
1. Create/Update Cherwell Ticket
2. Use JavaScript for accessing Cherwell tickets
These resources provide valuable insights into utilizing JavaScript API calls to access and manage JIRA ticketing data, Microsoft Teams integration, as well as other ticketing services allowing you to unlock even more capabilities for your customer support.