In our (intercom) help centre we reference customers to submit a ticket for certain problems that we know we will always require a ticket for.
However we cannot link customers to submit a ticket within intercoms help centre. Either by using a link to open a ticket in the messenger or embedding a ticket form within the help centre article itself. There is no way to get a customer to the ticket we want from an article!
I know this is possible using code to Trigger from HTML on your own webpage
There is also a nice way to add tickets to the messenger home
But these do not solve the issue of customer on a help centre article have no next step to submit a ticket and must now start a live chat to get to a ticket!
We have found a workaround (that is not easily scalable for many tickets) to this where by using workflows and “When customer clicks a website element” trigger we are able to link a specific button or text within the help centre to then open a ticket in the messenger.
Ideally we would either
- be able to use a set URL to create links to tickets in the help centre so we can link any elements we want
eg:https://www.yourhelpcentrecustomdomain/showticket/{ticket_ID) - have a function built into the help centre button or another option to link a ticket.
In both cases I think these would then open the messenger to the ticket id allowing the customer to complete and submit the ticket quickly from within the help centre