Enhancement Request

Crystal Ireland

For IT Ticketing services, it would be nice if there was a automated chat responder for support.

Andrée Starå

Hi @Crystal Ireland

I hope you're well and safe!

How would you like it to work?

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Genevieve P.

Hi @Crystal Ireland

I agree with @Andrée Starå, it would be helpful to know a little more about what you're asking for, could you provide some examples?

Have you looked into using Bridge by Smartsheet (see here)?

Cheers,

Genevieve

Crystal Ireland

IT gets many of the same support requests and it takes up a lot of time. If they could have an automated chat set up with different responses that would be very helpful. Ex. My internet is not working and the automated chat would respond with the steps.

Crystal Ireland

Example:

https://docs.servicenow.com/bundle/paris-now-intelligence/page/administer/virtual-agent/concept/virtual-agent-overview.html

Genevieve P.

Hi @Crystal Ireland

Bridge by Smartsheet would allow you to integrate a chat bot with Smartsheet (see a list of supported Bridge Integrations here.)

You could also potentially use a different third party application such as Zapier (see here) to connect Smartsheet and a chat service, depending on what your company uses.

If you want to just work within Smartsheet without using an integration, you could set up workflows to send an automated email with initial troubleshooting steps based on the dropdown selections that were chosen, or if the descriptor contains a certain phrase. This is presuming that your current IT process has the user fill out a form submission to populate a Smartsheet.

Additionally, if you are using a form, you could set up Conditional Logic within the form to show a Heading and Description if a selection is made. For example, if the user selects "internet not working", a number of helpful tips appear within the form itself before the user clicks the "submit" button.

Just a few ideas!

Cheers,

Genevieve