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I remember vaguely that once after the chat conversation I have received a follow up from an agent and then it was added to my tickets. So it might happen once your request is processed properly.
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That’s logical, they won’t let some famously unreliable AI hand out support tickets… That’s for a (trained) human to do.
The AI is just to placate the customer and go through those “Did you try to switch it off and back on again?” routines: First level support people have checklists to follow (rigidly, no matter what the customer’s request actually is), and that part can indeed easily be outsourced to an AI (or even a simple MCQ).
After this initial filtering they can bother somebody who actually has some know-how and can get the case in the right pipeline, resulting in a support ticket being opened.
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Pretty sure a ticket (number) is assigend automatically by the system used (in this case Zendesk). If and how ChatGPT could be integrated might be another story however there is no need for a human being to create ticket (numbers)…
While the AI initial screening makes sense, the case I referred to is a few months old. So I have spoken with a human agent via chat and afterwards got a follow up and a ticket. Just commenting to set the record straight.
it looks like the ticket was created an hour after the chat got finished.
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There is indeed no need for a human to create numbers. The actual need for a human would be to do triage, and prevent the cases of user error and false alerts from overloading the support system.
It’s not like they have hundreds of support engineers twiddling their thumbs eagerly awaiting a chance to show their mettle, so somebody has to make sure they only spend their time on those cases which really require their know-how.