# Frequently asked questions

## Is it possible to automatically create a ticket after a dialog (trigger to be identified) and to export the whole dialog?

Yes, this is possible through two ways:

* End-of-dialog Triggers: this requires defining the web service and initiating the type of trigger. You can get more information about triggers on this page;
* Calling a web service in a knowledge.

## Is it possible to customize the dialog based on user data?

Yes, this is possible. To do so you can:

* Either define a customer journey via the creation of a decision tree or several trees in the knowledge;
* Either perform a contextual answer through creating conditions in the knowledge.

## Is it possible to retrieve information from a ticketing tool?

Yes. The web service will be requested for a knowledge:

1. Querying a knowledge: "What is the status of ticket 123456? ";
2. You must then capture "123456" in a dedicated variable and use it in a web service solution;
3. Finally, you must indicate the result by performing a callapi.WebService.Result in an answer from the database knowledge.

## How do I authenticate?

To perform authentication, you can:

* Save contextual variables (dydu.chatbox.registerContext (VariableName, ValueVariable) in Javascript, so the person can execute this code by replacing it with the value he wants.
* Perform a SAML 2 authentication whose information about this page can be found.