WalkMe Builder Assistant: Tickets

Last Updated November 19, 2024

Brief Overview

Report building issues directly from the WalkMe Editor and have them resolved faster with the WalkMe Builder Assistant Tickets.

Opening a Ticket

Assist Me

Accessed via the WalkMe Editor, Assist Me is here when you encounter WalkMe items that aren't behaving as intended. Using WalkMe Builder Assistant, Assist Me is a quick-start button to help resolve your issue on the spot or by submitting a ticket directly from within the WalkMe Editor.

"Clicking the 'Assist Me' button is a truly magical experience. It has significantly reduced the time it takes to resolve my support tickets, and I am constantly amazed at how effortlessly it works."

Guillaume Harbonnier, Educational Engineer DAP, MFP Michelin

Builder Assistant Dashboard

The Builder Assistant dashboard in the Console, accessible at console.walkme.com/assistant, provides a central place to view and manage all of your Builder Assistant tickets.

In the Tickets tab, you can manage all of your Builder Assistant tickets, including those that are open, ready for review, and completed.

Tickets solved by the Builder Assistant team don't require any further work from you, only accepting or declining the solution.

Ticket Confirmation

Before resolving an open Builder Assistant ticket, tickets will move to the Ready for Review tab where you can indicate whether a solution worked or not. Admins now have the ability to approve or reject any ticket's resolution even if they didn't open the ticket.

Ready for Review

"Ready for Review" status means the Builder Assistant team has resolved the issue. You should accept or decline the solution. If declined, the ticket will be reopened.
Resolved tickets will be automatically closed after 6 business days
There is no additional action required on the user's side. Our team will reach out in case any clarifications are needed via the comments section.

Green check mark: Solution works

Red X: Solution didn't work

Note

Solutions can only be confirmed by the ticket creator.

Once you accept a solution, the ticket will move to the Closed tab and you will be able to rate your experience using Builder Assistant. It is welcomed but not mandatory.

If you reject a solution, you will be asked to provide more information and the ticket will go back to the Open tab.

No action on your side!

The tickets are resolved by the Builder Assistant team and require no further action from you except for accepting or declining the solution. When an issue was resolved, we don't expect you to handle similar issues in the future by yourself - just open another ticket for us, and we'll take care of it.

Communications with Builder Assistant Team

In some cases, it may be necessary for the Builder Assistant team to contact you if they need further information. You can message with them directly in the Console on your tickets and recommendations.

Use cases

View any comments you added while reporting the ticket
Communicate with the Builder Assistant team on your tickets directly within the product
Provide additional feedback before accepting solutions

How it works

Click the message bubble to open a conversation
Add a new message by clicking the + Add Message button
Comments and replies can be added to any ticket, even if you aren't the reporter

"Using WalkMe Builder Assistant to submit and manage tickets is brilliant! I love that I can do it all through the Editor, and that I receive a notification to see the latest information. This is doing the admin work for me."

Laura Dean, HRIT Digital Adoption and Training Lead, TUI Group

Note

The Editor notification will only appear when you are in the same system used to submit the ticket. In the Console you can see all ticket and recommendation information for all of your systems.

Technical Notes

You must have access to the system to view tickets
You can open tickets for the following item types:
- Smart Walk-Thru steps
- SmartTips
- Launchers
- Engaged Elements

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