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Offers

Offers are the user-facing instances of your templates that appear in the ticketing UI. They allow you to create multiple variations of a template to serve different needs or audiences.

Offer Creation​

Each template can have multiple offers, each configured for specific purposes or user groups:

  • Define the basic template structure with fields and layouts
  • Create different offers from the same template
  • Configure each offer with specific field restrictions or configurations

Offer Example​

For an "Employee Onboarding" template, you might create different offers such as:

  • HR Onboarding
  • IT Employee Onboarding
  • Banking Employee Onboarding

Each offer is derived from the same template but may show different fields or have different configurations across the layouts (Inbox/Create/Detail).

Offer Benefits​

  • Efficiency: Create multiple offerings from a single template design
  • Consistency: Maintain consistent processes across related ticket types
  • Flexibility: Customize offers for different departments or purposes
  • Reduced Effort: Avoid recreating similar templates from scratch

Offer Integration with Bot​

Offers can be integrated with the bot interface by:

  • Defining keywords/phrases that trigger the offer
  • Providing context information to help the bot understand when to suggest the offer
  • Adding field descriptions to guide the bot in collecting the right information

Audience Targeting​

Offers can be assigned to specific audiences to control who can see and use them:

  • Create audiences based on groups, roles, attributes, or individual users
  • Assign the audience to the offer
  • Only members of that audience will see the offer in the ticketing console

Offers