HubSpot Ideas

sd_elm

Auto create ticket for chat conversations

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. Inbox_Rules.png

24 Replies
llardner
Member

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.

Kierstin
Contributor | Diamond Partner

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). 

eComEngine_Suz
Participant

I also need this request and would like to see all my chat data and chat reason codes alongside my other channel reporting.

sp3
Participant

Some additional options that would be helpful from our perspective:

1. All agents are away

2. A conversation takes a certain amount of time

3. All conversations generate tickets

4. Contact owner is away (or any custom property assigned to a user)

RoxPepin
Participant

Also looking for this feature to be activated!

ingridsnz
Member

...

ingridsnz
Member

,,,

brunamartins
Member | Diamond Partner

That would help me a lot!

cdewey22
HubSpot Product Team

We are currently reviewing this and will provide an update in a few months as we dig into this usecase. Thanks!

AlexSzaniecki
Member

Is this already available? It would help me a lot!

Gennarivr
Member

Extremely necessary - I'd make an effort to set this up ASAP !!!

Timohoh
Participant

+1

vhorsen
Participant

+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.

rraven
Participant

This is critical and would be a huge time saver for the team. Let's get this implemented!

CirrusAubrey
Member

Hoping HS is taking a look at this one. Any time a client interacts with us, that activity should be logged so that we can track time. Therefore, a chat should automatically be logged as a Ticket under the Company and linked to the Contact that chatted in. I have added a custom property to log "Time Spent," in whole numbers, which converts to hours. If you spend 15 minutes, you put in .25. One whole hour is 1. At the end of them month, I can report on how much total time I spent supporting clients via chat, and as my team grows, I can use this number to calculate utilization. The only way this is fool-proof is if all chats are logged as tickets, and in order to close the ticket, you are required to put in the time. I did this when I used Salesforce with great success, and it helped me make the case for more headcount when my team needed another resource. 

 

In short, no interaction with a client should go un-logged, and making us manually create tickets every time is a huge time-suck. This is a major point of failure if you are looking to track time spent, who spent time, on what, or with whom you spent your time. 

Also would love the ability to categorize the chat right off the bat (bug, feature request, how-to, etc)

ClaudioBrignoli
Member

Super good idea! We're also not covering chat 24/7 plus we'd like to have a as clear as possible analysis about the amount of customers reaching out to support.

Ashleymccu
Participant

This is a great idea that I thought was already a feature.  As our chat volumne increases I would like to auto create tickets the same way I am able to with email conversations. Please please put on your roadmap! Thanks!

TDeiulis
Member

Just wanted to add support to this thread. We are just starting with HubSpot and see this as a critical feature to keep chatflows moving and in direct view of our support team. Please add this feature ASAP. Thanks.

Joacimbr
Participant

Its been more than a few months since HubSpot said they would look into this. Has there been any news? Maybe on a other thread or something?

 

One thing is that we should be able to make all chats into tickets automatically, but we should also be able to answer chats within tickets. Now we are forced to work in two seperate modules, Conversations and Service for the same purpose. With emails and forms we are atleast able to "forget" conversations module, but not with chat. The two modules should be merged in my opinion. 

jonasnordberg
Member

Hi!

Our Support is only working with chats through Conversations, but due to e.g. our reporting needs we need to be able to create/log every received conversations as a ticket.

I've tried to look for ways to use workflows or chatflows to make this happen but with no results. We can create tickets manually out of the conversations but this is not a sound process.

I personally wouldn't even like to create tickets out of everything but since the conversation side doesn't offer similar status options, we have to deal with tickets to get accurate data out of e.g. our resolution times.

Really hoping for answers / development on this matter!