Ticket System Integration

You have a ticket system to follow up on service needs and issues, and you want to create tickets for certain conversations on Hyphenate Customer Engagement Cloud.

To integrate your ticket system with Hyphenate:

1. Activate the Webhook feature and send the conversation closed event (ServiceSessionClosedEvent) to your server.
2. Filter the conversations that require tickets based on conversation tags (“summary_category” in the event).
3. Create tickets with data in the event (such as the customer profile, agent profile, timestamp, and satisfaction ratings).

Note: If you need the messages in the conversations, you need to also send the new message event (ServiceSessionMessageEvent) to your server and filter the messages based on the “payload”:{“serviceSession”:{“id”:xxxx field in the conversation closed event (ServiceSessionClosedEvent).