Chat history included when a ticket is created from Conversation

[JStamm]

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?

[SNigam · Accepted solution]

Hello @JStamm , 

Yes you can do it easily. 

Thank you @MiaSrebrnjak for tagging me.

So, for this you need to folllow 2 steps. 

1. When you feel for this conversation you have to create a ticket you need to click on create ticket as mentioned in screenshot below.
   
2. 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

[MiaSrebrnjak]

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