Setting up Ivy Chatbot for Ticket Submission

This how-to article will help Administrators to add Ivy Chatbot to their client portal using the TDAdmin interface. The user must have the TDAdmin access or be an app Administrator for a client portal.

Overview

The TeamDynamix integration with Ivy chatbot allows tickets to be created directly from a chat window in the client portal. This is helpful as your users can ask it questions to locate relevant articles or services or directly submit a question via a ticket if they are not sure which is the best service to use. You must configure an account and provide your Ivy.ai account representative with some information.

Three Options for Creating Tickets from the Ivy Chatbot

Option One

When the bot is unable to retrieve relevant search results or answer questions, Ivy presents the user with a fill-in form with relevant fields such as first name, last name, student ID, email, phone number, and issue description.

Once the user fills out the form and clicks Submit, a ticket is created with the information from the form fields. If the user does not fill out the form, an empty ticket will be created once the chatbot is closed.

Option Two

If you are using Ivy’s live chat system, all live chats can be logged as Tickets.

Once the user submits a live agent survey, a ticket will be created with the information from the survey fields. If the user does not fill out the survey, an empty ticket will be created once the chatbot is closed.

Option Three

All bot conversations can be logged as Tickets.

Configuration Steps

First, create account that will create tickets in TeamDynamix:

1. In TDAdmin, navigate to Users & Roles > Users.
2. Click Add New User.
   Enter a Name that reflects this will be the account to create tickets from Ivy via API.
3. Give this user a primary security role and fill out any other Required and desired fields.
4. Under the Applications section of this account, give the user access to TDNext, the ticket app(s) it will create tickets under, and select the security role appropriate for the app(s) in question.

Next, contact your Ivy.ai representative and provide them with the following information:

• Auth Username and Password of the account.
• API URL
  • SaaS Production: https://yourTeamDynamixDomain/TDWebAPI/
  • SaaS Sandbox: https://yourTeamDynamixDomain/SBTDWebAPI/
  • Installed Environments: https://yourTeamDynamixDomainAndPath/TDWebAPI/
• The appID for the ticketing application you want tickets created in.
  • To look up the appID, navigate to TDAdmin > Ticketing Applications > Select your Ticketing Application.
  • On the details page you will see the appID listed under the Ticketing Application name as ID: ##.
• The formID for the ticket creation. It is best practice to create a generic form that can be used to cover all inquiries that come in from Ivy. A ticket can have a different form associated with it after it is triaged. 
  • To look up the formID, navigate to TDAdmin > Ticketing Applications > Select your Ticketing Application > Forms. 
  • The formID is the number in the ID column.
• The typeID to be associated with the ticket creation. It is best practice to create a generic type that can be used to cover all inquiries that come in from Ivy. A ticket can have a different type associated with it after it is triaged. 
  • To look up the typeID, navigate to TDAdmin > Ticketing Applications > Select your Ticketing Application > Types. 
  • The typeID is the number in the ID column.
• The accountID to be associated with the ticket creation. It is best practice to create a generic account that can be used to cover all inquiries that come in from Ivy. A ticket can have a different account associated with it after it is triaged. 
  • To look up the accountID, navigate to TDAdmin > Organization Settings > Accounts/Departments.
  • The accountID is the number in the ID column.