Tickets & Conversations

JStamm
投稿者

Chat history included when a ticket is created from Conversation

解決

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?

0 いいね!
1件の承認済みベストアンサー
SNigam
解決策
キーアドバイザー

Chat history included when a ticket is created from Conversation

解決

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.
    SNigam_0-1683959074681.png

     

  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 -
    SNigam_1-1683959245296.png

     

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

SNigam_2-1683959433266.png

 

I hope this helps you.

 

Thank you

SNigam_0-1683960095880.png

 

 

元の投稿で解決策を見る

2件の返信
SNigam
解決策
キーアドバイザー

Chat history included when a ticket is created from Conversation

解決

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.
    SNigam_0-1683959074681.png

     

  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 -
    SNigam_1-1683959245296.png

     

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

SNigam_2-1683959433266.png

 

I hope this helps you.

 

Thank you

SNigam_0-1683960095880.png

 

 

MiaSrebrnjak
コミュニティーマネージャー
コミュニティーマネージャー

Chat history included when a ticket is created from Conversation

解決

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    




Wusstest du, dass es auch eine DACH-Community gibt?
Nimm an regionalen Unterhaltungen teil, indem du deine Spracheinstellungen änderst


Did you know that the Community is available in other languages?
Join regional conversations by
changing your language settings