Introducing ticketing system in Glific

Mohd Shamoon

JULY 05, 2023


Glific’s primary objective is to automate conversations, allowing NGOs to scale their programs and reach a larger number of people whom they can benefit. While automatic conversations have limitations in answering queries due to the need for a knowledge base or context, advancements such as ChatGPT and other LLMs have significantly reduced this gap. However, there are still instances where human intervention becomes necessary.

To tackle this challenge, we have added a ticketing system into Glific, enabling tracking of queries and allowing a human to be part of the automated loop. This approach enhances the effectiveness of the chatbot, surpassing the capabilities of simple automated conversations.

Let’s delve into how this feature functions by examining a use case involving one of our partner organizations, Bharat Rohan.

About Bharat Rohan

Bharat Rohan was founded in 2016 with the mission of leveraging technology to assist farmers. They have devised technological solutions to address various challenges, including:

  • Early detection of pest diseases and nutrient deficiencies.
  • Minimizing crop losses and pesticide usage in agricultural crops.
  • Supplying export-oriented residue-free crop produce to prominent retailers and top FMCG brands.
  • Resolving global farming challenges through advanced technology.
  • Providing a digital tool for complete farm traceability.

To learn more about Bharat Rohan’s work, please visit their website.

Program with Glific

Bharat Rohan sought to utilize Glific and the WhatsApp Business API to send advisories to farmers based on field images they have captured through surveillance drones. After sending the advisories, they would check with the farmers and suggest the appropriate fertilisers and chemicals required for maintaining healthy farms. Farmers could then conveniently place orders directly from WhatsApp.

Here’s how the human aspect comes into play:

Once a farmer places an order, it will be assigned to a field agent responsible for fulfilling the requirement. In situations where support is needed, there would be an option to raise a ticket. From order placement and delivery to product application, ticket-raising options would be available for addressing any kind of issue. Additionally, the system would allow the team to track the number of open and closed cases.

Other use cases

This feature can be utilized in various ways depending on the specific use case of different organizations. For instance, in the education sector, NGOs like KEF (Key Education Foundation) and TAP (The Apprentice Project), which work with children, often encounter out-of-scope queries that may be challenging to handle solely through a bot. These queries require a deeper understanding and human intervention. By tracking and resolving these queries manually, the ticketing system not only addresses the immediate issue but also contributes to the enhancement of automated workflows.

For detailed information on how to utilize this feature in Glific, please refer to our documentation.

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