How to make the "Add Comments to Incident" option in virtual agent chat work?

[Christian Dwayn]

Hi all, I am tasked in making "add comments to Incident" but it doesn't seem to work, I have configured it in the virtual designer but to no avail. I think it has something to do with the script, but not sure where to start. 

[Tricia Cornish]

The only other available option in "Check Ticket Status" besides "what's the status of my ticket" is "would you like to add a comment?". You could copy the Check ticket status template, remove the boolean question and follow the yes path. Would that work? 

[Gokul Janardana]

Hi Christian,

There is an out of the box topic "Check IT Ticket Status" which you can duplicate and make the necessary changes to fit in your requirement. 

If you would like to continue with your topic, please share the screenshot of your flow.

If you find my answer helpful, please accept the solution and mark it as helpful!

Thanks,
Gokul J