Support Ticket - Voltai Documentation

Set enableSupportTicket: true in Voltai.load() to show the support ticket button. The form’s fields are not set in Voltai.load(); Voltai configures them for your organization with a support_ticket_config object.

{
  "support_ticket_config": {
    "fields": [
      {
        "name": "Summary",
        "type": "text",
        "options": [],
        "required": true,
        "display_text": "One line about the issue"
      },
      {
        "name": "Priority",
        "type": "dropdown",
        "options": ["Low", "High"],
        "required": true
      },
      {
        "name": "Description",
        "type": "long-text",
        "options": [],
        "required": true,
        "display_text": "Please describe in detail what you need help with from our human agent."
      }
    ],
    "attachments": true
  }
}

Without a support_ticket_config, the form shows the default Category, Subject, Description and Attachments fields.

Field properties

Fields appear in the order listed.

Property	Type	Description
`name`	string	Label shown above the field. Must be unique and not blank
`type`	string	`text` (single line, up to 300 characters), `long-text` (multi-line, up to 10,000 characters) or `dropdown`
`options`	string[]	Choices for a `dropdown` field: at least one, unique and not blank. Must be empty for other types
`required`	boolean	Whether the field must be filled in before the ticket can be submitted
`display_text`	string	Optional placeholder for `text` and `long-text` fields. It shows in the empty field, disappears as the user types and is never submitted. Omit it or leave it empty to show no placeholder. Not allowed on `dropdown` fields

Set attachments to true to let users attach up to 5 files of 25 MB each.

”None” in dropdowns

A dropdown can include a None option so users can leave an optional field unset. A required dropdown doesn’t offer None and doesn’t accept it as an answer, so users must pick a real value before they can submit. A required dropdown therefore needs at least one option other than None.