topic Re: Chat history included when a ticket is created from Conversation in Tickets & Conversations

Chat history included when a ticket is created from Conversation

JStamm — Thu, 11 May 2023 16:48:11 GMT

Our service hub manager is looking for a way to include the chat conversation/history in the ticket when a ticket is created as a result of the chat.

For example, if during a chat conversation, the agent determines a ticket is necessary and manually creates a ticket for the customer, we want the chat conversation/history to be included in the ticket activity.

Any ideas?

Re: Chat history included when a ticket is created from Conversation

MiaSrebrnjak — Fri, 12 May 2023 17:45:37 GMT

Hi @JStamm,

Thank you for reaching out to the Community!

I wanted to tag in a couple of subject matter experts to see if they have any advice:

Hi @jolle, @SNigam, @BukunmiOdetayo, do you have any tips for @JStamm? Thank you!

Cheers
Mia, Community Team

Re: Chat history included when a ticket is created from Conversation

SNigam — Sat, 13 May 2023 06:43:04 GMT

Hello @JStamm ,

Yes you can do it easily.

Thank you @MiaSrebrnjak for tagging me.

So, for this you need to folllow 2 steps.

When you feel for this conversation you have to create a ticket you need to click on create ticket as mentioned in screenshot below.
Now when you complete the inform in fields of ticket in sidebar you will have a checkbox at end if you scroll down, and you just need to enable that option as I mentioned in below screenshot -

Now, after fowllowing these steps if you open your ticket then you will see live chat option in your activity like this -

I hope this helps you.

Thank you