Our organization utilizes the auto create ticket for new email messages to help manage trends and reporting. While there are some canned reports for live chats, it is difficult to gleam WHY clients are chatting. To help rectify that, for now I have a ticket opened/closed per chat conversation.
I would love to see a setting that would allow the Service Hub to auto create a ticket per chat conversation. I can then utilize custom fields for my reporting needs and ensure 100% of our chats are logged via tickets.
Ditto 100%! I would also love the functionality of creating a ticket when a chat goes unasnwered, since our company doesn’t offer 24/7 chat support, there are times where our customers chat us over the weekend or outside of our business hours. We have been creating tickets manually the next day, which makes it easy for some of our customers inquiries to slip through the cracks. Would love to see an automated chat-to-ticket feature and especially an unsanswered-chat-to-ticket feature.
Agree, I can create a ticket via a workflow from all chat messages, but would like the ability to only issue a ticket to those chat messages received when all agents are away (when there isn’t anyone to take the chat actually live).
+1, as we look to using the new service analytics we want to expand to include chat as well. However, we need to be able to track what are the topics/issues that are coming through.
It would be great if we could set up a chatflow which automatically creates a linked ticket whenever a new chat conversation begins (similar to how you can create a ticket with all inbound support email conversations).
By linking the conversation to a ticket, you would be able to easily update both from the same screen. This would allow you to capture ticket properties and issue a CSAT after every chat.
We need this too. We are using the ticket view most of the time to work on support tickets. It would be great if a ticket can be created when there’s a new chat and we can use the Ticket view to answer chats.
You can build something like this yourself, by creating a workflow with a conversation as a trigger and creating a ticket object as a result. It results in something very similar to the out of the box option for incoming emails, nonetheless it does not add the conversation to the timeline. It only adds the conversation object to the ticket, which is accessible on the right sidebar under “conversations”.
But I would appreciate an out of the box function for this too, as I was not able to access the content of the conversation and add it as a description or the like. It would also be great to reply in the timeline of the ticket to the chat message, like on is able to do with incoming emails.
My name is Kirsten and I work in HubSpot Support. I came across this idea post while researching something else. I just wanted to share that another idea post exists for this idea and our product team are providing updates on that post. You can find it here: Auto create ticket for chat conversations.
