Establishing your CRM/Ticketing System Integration

You can either use the existing Bold360 AI ticketing system for escalation of customer service calls or, if you already have an existing ticketing / CRM system, you can forward your Bold360 AI tickets.

In the AI Console, go to Admin Center > Ticketing Settings.
On the Ticketing Basics tab, scroll down to 3rd Party Integration.
In the Forward all tickets to field, indicate the support address to which all tickets should be sent.
Click Save Changes.

About Zendesk integration

Zendesk's ticketing system can serve as an escalation channel by sending tickets to the publishing center of Bold360 AI.

To integrate Zendesk with Bold360 AI, do the following:

In the AI Console, go to Admin Center > Ticketing Settings.
On the 3rd party integration pane, select Basic mode to retrieve the Bold360 AI publishing center email address.
Create a new user in Zendesk and assign the publishing center email address to that user.
Save the new user.
Under Zendesk Business Rules, create a new Zendesk trigger as displayed here.

Once the trigger is created, the suggestion feature is available.

A draft is automatically created in the Bold360 AI publishing center if the agent selects the Suggest my answer option when sending the response.