Smart Ticketing Widget

What is Smart Ticketing widget?

• The solution integrates with external ticketing systems/CRM tools and allows agents to manage customers through LiveEngage
• Currently supporting Salesforce, Zendesk, ServiceNow, Siebel, Kustomer

• Smart Ticketing widget allows:
  • Search - performing search of various entities within CRM system, like contacts, accounts, cases
    • Types of search available in the widget:
      • Name 
      • Email
      • Phone number
      • Case number 
      • Other entities according to client request 
  • Performing automated search using data pulled from SDEs
  • Viewing data pulled from CRM system, like contact\case details
  • Create/Edit - creating and editing entities like case, contact, etc.
  • Sync Transcript - adding conversation transcript to a particular case\ticket manually or automatically (on conversation end)
  • Widget Localization 
  • Custom Integration with CRM tool
• Smart Ticketing System Capabilities

Demo

• Demo recording without CRM 
• Smart Ticketing Salesforce demo 
• Smart Ticketing Zendesk demo 

Smart Ticketing Flow Diagram 

Architecture 

Live Person Services Dependencies 

• LP APIs:
  • Domain API
  • Sentinel
  • Users API
  • Skills API
  • Messaging Interactions API
• LP Dependencies: 
  • Liveperson-functions-client
  • Lp-faas-toolbelt
  • ContextWarehouseServiceV2