Problem Description

When using the VSA in the Help Center, a ticket is not created if the VSA is unable to provide a response based on the AI Answers or Intents. This issue prevents users from automatically escalating their queries for further assistance when the VSA cannot resolve the issue. 

Suggested Resolution

Currently, there is no option for that in help centre because there is no "default project" to fall back to and create a request. There should be some configuration that allows ticket creation when VSA is unable to answer the queries in Help Center.
 

Why this is important?

This is important because without the automatic creation of a ticket when the VSA cannot provide an answer, users may experience delays in receiving support. It also hinders the system’s ability to escalate unresolved issues to human agents, potentially leading to slower resolution times, and a negative user experience. Ensuring that a ticket is created when the VSA cannot resolve a query helps streamline the support process, ensuring timely follow-up and appropriate action.

Workaround (if any)

Use the VSA on the portal instead of Help Center