Automatic ticket creation
When a customer clicks 'Need more help?' in the widget and submits the contact form, Certorix automatically creates a Freshdesk ticket with the full session context.
What is included in each ticket
- Subject – 'Diagnostic: [tree title]'
- Description – Full Q&A transcript — every question asked and every answer given
- Status – 'Resolved' if the customer reached a solution; 'Open' if they did not
- Custom fields – Session ID, Tree ID, Organization ID
- Contact name & email – Collected from the contact form
Note: Freshdesk integration is optional. If you don't have Freshdesk, the contact form sends submissions to the email address you configure in the Widget Generator.
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