How to manually convert a chat to a ticket during the chat session?

April 23rd, 2018 | Comm100 Ticket Settings & Customizations

After you integrate Comm100 Live Chat with Comm100 Ticketing System, your agents can manually convert a chat to a new ticket or attach the chat to an existing ticket in the Live Chat Agent Console window.

The integration eliminates time-consuming switching between Live Chat and Ticket application for your agents.

Generate a Chat to a New Ticket/Existing Ticket

  1. Open your Agent Console.

  2. Click Attach this chat to a ticket to create a ticket.

    Click Attach Chat to Ticket

  3. Create a new ticket or attach the chat to an existing ticket.

    4. Attach Chat to New or Existing Ticket

  4. Chat has been created as a Ticket.

    Go to Ticket

  5. The chat transcript will be attached to the ticket when the chat ends. You can do the follow-ups in your Ticket module.

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