Managing failed tickets in Zoom Virtual Agent

The Ticket Management feature helps admins monitor and handle failed tickets. If an integration is disconnected and an end user tries to submit a ticket in the CRM, the failed ticket will be logged in the failed tickets dashboard. Admins can view recently failed tickets, sort them by date, and filter by integration type or failure type. They can also click on a ticket to see details like the failure reason and timestamp, and re-submit tickets if the issue has been resolved. This ensures no tickets are lost and simplifies the management process.

Requirements for managing failed tickets in Zoom Virtual Agent

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How to view the list of failed tickets

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Studio then Virtual Agents.
  3. Click the Support Channels tab.
  4. Click the Failed Record Management sub-tab.
    You will see the list of tickets that have failed recently. You can sort tickets by date range and filter them based on integration type or failure type.

How to submit failed tickets individually

  1. Access the list of failed tickets.
  2. Click the ticket number you wish to retry.
  3. To view the ticket details, click the Ticket Form tab .
  4. To review the reason for failure, click the Error Details tab .
  5. In the Error Details tab, click Retry Ticket to resubmit the ticket.

How to bulk submit or delete failed tickets

  1. Access the list of failed tickets.
  2. Select the checkboxes next to the ticket numbers you want to process.
  3. Choose one of the following actions:

Notes:

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This article applies to Zoom Virtual Agent classic chatbot. If you are using other Zoom Virtual Agent types, such as chat agent or voice agent, refer to their respective documentation for setup and channel deployment instructions.