Some readers file the ticket regardless. Hand-off makes that ticket better: the agent who picks it up can see the question that was asked, the answer that was given and the pages it cited — and can start from “that page didn’t cover your case” instead of pasting the link the reader has already read. Off by default. Turn it on under Hand-off on the deflector.

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Two channels

Neither works everywhere, so the deflector uses both.
1

It writes into a form field

Covers forms that post their own fields. The payload is appended, never overwritten — the target may be the description the reader just typed.
2

It dispatches a DOM event

Covers forms that build their payload in JavaScript and would never look at a field you wrote to.

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Writing into a field

Use a dedicated hidden custom field, not the description. On most helpdesks you can create a field that is invisible to the requester but writable and readable by agents. Appending a transcript to the description field works, but the reader watches it happen, and on a rich-text editor the result is not guaranteed — a WYSIWYG can rewrite its own value at submission time and drop what was written into it.

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The two formats

link writes a URL to the conversation in your dashboard. Short, and the agent is already signed in there. It is deliberately not a public page: the conversation belongs to the workspace, not to whoever ends up holding the ticket URL. markdown writes the whole exchange — every question, every answer, and the sources each cited:
Choose markdown when your agents work in a helpdesk they cannot leave, or when the ticket has to be self-contained for audit. Choose link otherwise — a transcript in a ticket field is read once and then scrolled past forever.

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The DOM event

Every hand-off also dispatches a CustomEvent on document, so a form that serialises itself in JavaScript can pick the payload up directly:
The event fires even when nothing was deflected, with conversationId: null. That case is worth recording: “we had nothing for this question” is a fact about your documentation, and it arrives attached to the exact ticket that proves it.

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What is carried

The transcript includes the first answer and every follow-up asked inside the modal — the follow-ups are usually the useful part, because that is where the reader said what they actually meant. Hand-off runs on every path out of the modal: pressing Continue to submit ticket, and pressing submit a second time inside the repeat window without reopening the modal at all.

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Verifying it

Turn on data-debug-mode="true" and file a ticket after reading an answer. If the target could not be written, the console says so by name — a hand-off that writes nowhere is otherwise completely silent, and the first sign of it is an agent asking why the field is always empty.