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

March 7th, 2016 | Settings & Customizations

If the option Automatically create a ticket when a chat request is accepted by agent has not been enabled, 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
  5. The chat transcript will be attached to the ticket when the chat ends. You can click Go to the ticket to do the follow-ups in your Ticket module.

    Go to Ticket