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Salesforce Ticketing System

Learn how to integrate and setup Salesforce to automatically create a ticket when a user asks for support

This integration automatically creates a ticket in Salesforce when a user wants to submit a ticket or if they request for support.

Step 1 - Connect & Install

  1. Navigate to your Botsonic Dashboard by clicking on [Home] from the left hand side menu. Then click and open the Bot you want to connect. If you haven't created a Bot yet, read thisQuick Start Guide.


  1. Click [Integrations] from the left hand side menu, then click [Apps]


  1. Look for the [Salesforce Ticketing System] integration. Click [Connect], then click [Install]


  1. Go to [Installed apps], then click [Setup Now] on the Salesforce integration


  1. Enter your Salesforce subdomain, then click [Save]. You can find your subdomain when you click your avatar in your Salesforce account.


  1. You will be prompted to log into your Salesforce account. Enter your credentials, then click [Log in]


  1. Click [Allow]

  1. Refresh the page then click [View Details] to check that the connection was successful, all fields should be filled out.


Step 2 - Test the Integration

NOTE: Make sure the Bot is trained with an uploaded file or FAQ that answers the question/message that you're posting

  1. Interact with the chatbot and ask for support, then click [Create a support ticket]


  1. Provide the information requested by the chatbot.


  1. Go to your Salesforce Account > Cases to view the newly created ticket.