Connecting Your Ticketing System / Support Software to LearnWise AI Chat

Integrating your ticketing software with LearnWise's help desks centralizes your support flow, enabling direct ticket creation from chat escalations. This feature ensures that all user interactions are tracked and managed effectively within your existing support framework.

Step By Step

  1. Login to LearnWise Admin via admin.learnwise.ai

  2. Navigate to Help Desks: In LearnWise, go to the "Help Desks" area and select the help desk to connect with your ticketing system. Click "Manage Desk" to proceed. Pro tip: If you want to connect 1 ticketing system to multiple help desks in LearnWise, just repeat the steps below for each desk.

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  3. Set Up the Integration: Find the "Integrate Ticketing System" area and click "Connect" next to your ticketing service provider. You'll be prompted to authorize LearnWise to access your ticketing system. If you do not see your preferred ticketing provider, contact the LearnWise team and we’ll work with you to add the integration.

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  4. Enter Ticketing System Details: A new window will ask for your ticketing system's base URL, username, and API key to establish a secure connection.

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  5. Map Escalation Form Fields: Once connected, you can map fields from the LearnWise escalation form to your ticketing system, ensuring data consistency.

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  6. Customize Ticket Creation Options for each Escalation Option: Choose the escalation options that will trigger ticket creation within your ticketing system, streamlining the process for specific support channels.

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  7. Save and Test Your Setup: After configuring the settings, save your changes and conduct a test to confirm that tickets are created as expected.

By integrating your ticketing system, LearnWise enhances the support structure, allowing seamless transitions from AI interactions to human-assisted resolutions.

Flexibility for Multiple Help Desks

Each help desk in LearnWise can be connected to the same or different ticketing systems, providing maximum flexibility to accommodate various departments or roles within the institution.

<aside> 💡 If you have additional questions please reach out to [email protected]

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