You can convert particular chat into a ticket using an option ticket from chat right from the Chat box. Tickets will automatically be assigned to agents based on predefined rules.
These are the instructions:
- You can convert any chat conversation into a ticket. Here are the instructions:
- At top right of the chat, you will see an arrow icon like this- or . Click on the icon to open up a popup menu:
- You will be prompted to confirm the ticket conversion. Click on Yes to confirm.
- You will be redirected to a ticket creation page
- Update the details as required. Choose an agent to assign the ticket, categorize it and choose a ticket type.
- Hit Confirm to save.
You can also convert offline messages into tickets when your chat agents are not available online.