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

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 applications for your agents.

Step by Step Instructions

To generate a ticket from a chat, follow these steps:

  1. In the agent console chat window, Click Mark for follow up.
    create-ticket-01.png
  2. Create a new ticket or attach the chat to an existing ticket.
    create-ticket-02.png
  3. Click OK.
  4. The chat transcript will be attached to the ticket when the chat ends. You can do the follow-ups in your Ticketing & Messaging module.
    create-ticket-03.png