We need API connectivity into an ERP ticketing system and not a PSA. Would like to use chat. But you have rightly pointed out that the ROI really needs to be driven by the time savings and automations that come from the ticketing integration.
One of the things I wanted to find out is if the authentication could be used to segment between the data set that was used. For example, I would not want sales contacts to be able to interact with our private knowledgebase. If they are not an authenticated user who would already have access to the KB, then our KB content should not be accessed for interactions with an unauthenticated sales lead.
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We need API connectivity into an ERP ticketing system and not a PSA. Would like to use chat. But you have rightly pointed out that the ROI really needs to be driven by the time savings and automations that come from the ticketing integration.
One of the things I wanted to find out is if the authentication could be used to segment between the data set that was used. For example, I would not want sales contacts to be able to interact with our private knowledgebase. If they are not an authenticated user who would already have access to the KB, then our KB content should not be accessed for interactions with an unauthenticated sales lead.