Raise ticket not working

Studio
1

Raise a ticket node defaults to fallback. How can I check the reason for the error?

Screenshot 2023-07-01 at 12.29.12 PM
Screenshot 2023-07-01 at 12.29.12 PM904×1288 46 KB

when I print the ticket I get the following message:

{“stream”:“stdout”,“f_t”:“2023-06-19T06:58:59.493Z”,“functionName”:“testFuncitonTwo”,“level”:“info”,“source”:“yellowmessenger”,“uid”:“178629534211216223082750352388”,“log”:{“data”:“ticket details are”,“tag”:{“__v”:0,“_id”:“648ff9622df36d7b053445d2”,“agentActiveStatus”:null,“agentCsatScore”:null,“agentCurrentHandlingTicketsCount”:0,“assignedByAdmin”:false,“autoDetectLanguage”:false,“autoStartCall”:false,“autoTranslate”:false,“botId”:“x1676013285333”,“collaborators”:,“comments”:,“contact”:{“email”:“”,“name”:“pavan”,“phone”:“9441196188”},“contactId”:null,“createdAt”:“2023-06-19T06:44:50.692Z”,“createdFromProactiveNotification”:false,“isNewTicket”:true,“isSecondaryEncrypt”:true,“issue”:“pavan”,“lastAgentMessageTime”:null,“lastBotMessageTime”:null,“lastMessage”:“e2ca8d9a”,“lastMessageTime”:1687157939281,“lastMessageType”:“USER”,“lastUserMessageTime”:1687157939281,“logs”:,“manualAssignment”:false,“openedTime”:“2023-06-19T06:44:50.689Z”,“preferredAgent”:false,“preferredAgentFallback”:false,“priority”:“MEDIUM”,“reassignmentLog”:,“replyCount”:0,“responded”:false,“salesforceLiveChatDisplayAgentName”:false,“severity”:“MEDIUM”,“sipCall”:false,“source”:“yellowmessenger”,“status”:“OPEN”,“tags”:,“ticketCsatScore”:null,“ticketId”:“100006”,“ticketType”:“livechat”,“timestamp”:“2023-06-19T06:44:50.474Z”,“uid”:“178629534211216223082750352388”,“unreadCount”:4,“updated”:“2023-06-19T06:58:59.408Z”,“updatedAt”:“2023-06-19T06:58:59.409Z”,“userActiveStatus”:“ACTIVE”,“userLanguage”:“en”,“userReplyCount”:0,“voiceCall”:false}},“botId”:“x1676013285333”}

Any help would be appreciated, Thank you.

2

@Subhrajit_Gupta @Mridul_Mishra your insight would be really helpful. Thank you

3

Hi @Pavan_Kumar_Bellam , The ticket you are trying to raise is getting “OPEN” status (. Chat section and different types of chats | yellow.ai ) . There are no agents online. Can you please make yourself available in INBOX as an agent and then try to raise a ticket.

4

what if there is nobody online and I want to assign to a default agent? So that they can check when they come back online.

5

Can you please explain what do you mean by default agent?

6

let’s say no one is online, I want all the tickets which are raised during this time to go to a user, so that he can resolve it later instead of the raise ticket node failing. How do I do that?

7

Hi @Pavan_Kumar_Bellam, You can enable offline ticketing, and display the message for OPEN status ticket as agents are not available right now. When offline ticketing is enabled as soon as any agent comes online the ticket will be automatically assigned to agent.

8

Adding reference link