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Daktela Tickets Modules

The Daktela Tickets modules allow your bot to create, retrieve, and update tickets in your connected Daktela instance directly from the dialog flow β€” without any custom API integration.

These modules are available once your Coworkers instance is connected to Daktela.

Create Ticket

Creates a new ticket in Daktela.

Configure which fields to fill when the ticket is created. Both system fields and custom fields defined in your Daktela instance are supported.

Available fields (examples):

  • Title, Description
  • Category, Priority, Status
  • Contact, Account
  • Custom fields (text, selectbox, checkbox, etc.)

Field values can be set as static text or populated dynamically from $context variables collected earlier in the dialog.

Output contexts:

  • $ticket_id β€” the ID of the newly created ticket (can be used in subsequent modules)

Get Ticket

Fetches an existing ticket from Daktela by its ID.

Use this module to retrieve ticket data and make it available in the dialog as $context variables β€” for example, to display ticket status to the user or use field values in conditions.

Settings:

  • Ticket ID β€” enter a static ID or reference a $context variable (e.g. $ticket_id)

Output contexts:

  • Ticket fields are mapped to $context variables (e.g. $ticket_status, $ticket_category, etc.)

Update Ticket

Updates an existing ticket in Daktela.

Specify the ticket to update by its ID, then configure which fields to change. Both system fields and custom fields are supported.

Settings:

  • Ticket ID β€” the ID of the ticket to update (static or from $context)
  • Fields to update β€” select which system and custom fields to set, and provide new values (static or from $context)

Tip

Use Get Ticket first to load the current ticket data into context, then apply changes with Update Ticket.