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Get ticket status lets the agent look up a support ticket and share status the customer is allowed to see.

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Prerequisites

  • Tickets already exist in the project (often from Create ticket)
  • Permission to edit the workflow

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Enable

1

Open Tools

Open the workflow, select an Agent, Supervisor, or Task, then open Tools.
2

Turn it on

Under Support, enable Get ticket status. There is no extra configure dialog.
Give a ticket reference in a test conversation. The agent reports the current status.