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.
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.
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.
