What is Ticketing and Concierge ?

Moveworks ticketing plugin empowers AI Assistant to :

• Create / File Tickets — allow users to raise new support requests to your service desks
• View Tickets — allow users to lookup details about their latest tickets
• Add Comments to Tickets — allows users to respond to agents on their tickets
• Close Tickets — allows users to close their tickets when their issue is solved
• Reopen Tickets — allows users to reopen their tickets when their issue persists
• Multi-Domain Ticketing — allows users to pick the right service desk to contact when creating a ticket.

Moveworks Concierge plugin empowers AI Assistant to :

• Send Ticket Notifications — keep employees informed of key updates to their support requests
• Nudge Ticket Notifications — Informs users when their tickets have not been updated by the Agent in 3 or more days.

For detailed information please visit this Guide to learn about the Moveworks Concierge Plugin:

What can you do with the Ticketing module?

This modules allows you to :

• Configure your Primary Ticketing system
  • Ticket Types
  • Ticket Create, Update, Resolve, Reopen payload configuration
• Configure Ticket Routing
• Configure Ticket Workflows
• Configure Ticket Filters and Notification Settings
• Configure Rich ticket Filing

Overview of Submodules

Ticket Mapping

• Connect to your Ticketing system using the Connector you have created in Moveworks. Here we will define the Service Account details which will be used to interact with the ticketing system. These access details are defined per integration in the Guide here.
• Select the Ticket Types and Destinations you want Moveworks to support.
• Configure the Payloads to perform the below Actions :
  • Create ticket action
  • Update ticket action
  • Resolve ticket action
  • Reopen ticket action
• Configure Ticket States mapping for Moveworks to support notifications for ticket updates.

Ticket Filters

This Configuration allows users to define the filters based on which Moveworks will interact with tickets. These filters are divided into the below categories but can be leveraged using DSLs rules, Please learn more about the setting of this Page in the Guide here :

• Standard Filters
• Skill Specific Filters

Ticket Routing Conditions

This configurations allows us to map which ticketing actions should be executed when the appropriate condition is satisfied.

These routes are based on the Ticket Actions Moveworks supports today, a single actions can have multiple workflows which will be executed based on the conditions and execute the default workflow if no condition is met.

• Generate Ticket Action
• Query Ticket Action
• Update Ticket Action
• Resolve Ticket Action
• Reopen Ticket Action

Ticket Workflows

Here users can create the Ticket Workflows which will carry out the Actions based on the routing condition. This means we can create specific workflow for each ticket action.

1. Add Default actions based on conditions
2. Add conditional actions which will be triggered if the condition is true.

Concierge Settings

Notification Settings

This configuration allows users to control and manage the notification settings which will be leveraged by concierge skill alongside ticketing.

Here is a Guide which walks you through all the Settings on this page and how to use them within Moveworks Setup.

Ticket Actions

This configuration is used to control and manage functionalities while creating/ filing, updating or viewing tickets.

Here is a Guide which explains all the Settings on this page and how they can be used.

Advanced Settings

This configuration is used to manage Advanced Settings for Concierge Controls. Here is a Guide which explains all the Settings on this page and how they can be used.

Ticket Nudge Setup

The Ticket nudge configurations allows you to configure the nudge behaviour when a ticket has not been updated in 3 days or more. You can configure the offset of when the notification should fire.

Learn more about The settings on this page and how to use them here.

Advanced Settings

These are Advanced Configuration options within Ticketing which can be leveraged to turn on certain features and functions.

Service Portal URL

This control allows users to define the URL for your ITSM systems service Portal which will be used to redirect users.

Ticket Poller Settings

This control allows users to define if Moveworks should poll tickets from the external ticketing system we have configured.