Problem Description

When virtual agent is enabled, creating tickets by clicking Raise a request results in a new ticket getting generated. However, a ticket emoji is added to the slack conversation indicating the creation of ticket. However, this causes confusion as emojis are not used when virtual agent is enabled.

Suggested Resolution

The ticket emoji should be removed as this prevents users from trying to use ticket emoji for new conversations.

Why this is important?

In earlier version of JSM Chat/Halp, the ticket emoji was used to create new tickets. Using this emoji when it is not supported (due to virtual agent enabled) results in misunderstanding of the product usage.

Workaround

NA