Solution node actions and ticket creation

Solution node actions

A Solution node ends a successful diagnostic path. You can configure what happens after the customer sees the solution message.

Configuration options

• Solution message – The text customers see when they reach this node. Supports Markdown.
• Link certified fact – Attach a VNT‑certified fact. The widget shows the fact card with the verification seal.
• Create ticket after solution – If toggled, the contact form appears after the solution (for cases where the customer still needs help).
• Ticket field mapping – Map session variables (serial number, customer name) to Freshdesk ticket fields.
• Redirect URL – Optional URL to redirect customers after closing the widget (e.g., to a survey or KB article).

Solution vs Result node

Solution nodes are for resolved issues. Result nodes are similar but designed specifically to display certified fact cards as the primary outcome. Use Result when the verified fact is the main deliverable; use Solution for general resolutions.