Community Manager

New AI Assistant Customization: Customize Where Employees View Ticket Details

Related products:AI Assistant

Forum|Forum|1 year ago
July 15, 2025
1 reply
166 views

We’ve introduced a new customization as part of our Concierge offering that gives you more control over where employees can view their ticket details.

Today when users “view all tickets”, by default:

Clicking on the the ticket ID (yellow boxes) will navigate users over to your ITSM portal to view ticket details.
Clicking on the citation number (green circles) will navigate users over to our Moveworks Assistant experience (Reference Page).

This experience will remain as the default unless you opt into the new customization.

Here the user typed, “view all tickets”, within Assistant to see all the tickets they’ve created in the last 30 days.

Now, you can choose to keep both user actions to view tickets within your Moveworks Assistant (Reference Page), see screenshot below.

To enable this setting (clicking on ticket # shows ticket details within our Moveworks Assistant experience), follow these steps within Moveworks Setup to make this selection.

🔗https://help.moveworks.com/docs/concierge-assistant#customize-the-view-all-tickets-experience

N

nxg05283

New Participant

Good to finally see this, but the experience is incomplete. On agent-initiated notifications to the end user through the bit., the INC link is still to the portal and it needs to be to the ticket detail card in the bot.

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