Tickets & Conversations

JStamm
Colaborador(a)

Chat history included when a ticket is created from Conversation

resolver

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?

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1 Solução aceita
SNigam
Solução
Conselheiro(a) de destaque

Chat history included when a ticket is created from Conversation

resolver

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

 

 

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2 Respostas 2
SNigam
Solução
Conselheiro(a) de destaque

Chat history included when a ticket is created from Conversation

resolver

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
Gerente da Comunidade
Gerente da Comunidade

Chat history included when a ticket is created from Conversation

resolver

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    




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