Setup Ticketing for a Collection
Following are the two things that you need to complete to start using Salesforce to create an case from a channel:
Add the relevant integration in account settings
Configure the integrated ticketing system's settings in collections
Details of #1 were covered in the previous integration section. Follow the below steps to configure collections configurations for Salesforce case.
Collection Configurations
Choose the collection in the left panel
Click on "Settings"
Click on "Ticketing Settings"
Choose the
Salesforce
as theTicketing Integration
Choose creation mode
If it's Emoji based trigger, select the emoji from the pre-filled list
Click on
Save
to successfully save the integration
Once you've completed the above steps successfully, you can go ahead and create a Salesforce case from any channel connected to the collection, for which you've set up the above configuration.
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