More and more customers adopt conversational agents to provide a chat based interaction with their end users. Typical scenarios include Question and Answer (QnA) bots for campus students, customer support bots reducing the load of the IT department or even e-shop ordering bots guiding you through various alternatives.
The advised way for integration with any third party system, like for example your ticketing system, is through power automate (something you may have heard in the past as Flows). There are connectors for multiple systems, and you can even use REST API. If you want, you can also implement that integration with Bot Framework Composer. Skills require a lot more effort and should be only used if there is a good technical reason, for example if you need high volume throughput, something that you may be looking at if you have at least a million requests per month. Also, the quota of power automate is included in the cost of the PVA.
When it comes to QnA content, to define your exact strategy you will need to think of the following questions:
Do you have 1000 FAQs or 20?
Is it a single question with a single answer or do you have clarification questions as well, like building a decision tree?
Based on those answers, you can convert the existing content into a web page and import the topics from there as seen in this article. If you need more advanced control you can use QnA maker and import the content in various formats but this is not the advised way as more features will appear within PVA in the future.
Hope this helps and let us know in the comments if you have more topics you would like to ask.