Stay in touch with your customers even when the chat ends.
When you want your team to follow up on the conversation later, use the create ticket action. It allows you to generate a ticket that can be further managed by your customer service team.
How to add tickets to your story
Before to add the ticket action to your story, make sure that youâve collected your customers’ email address. You can ask for the email in the pre-chat survey set in LiveChat or using ask question action that will prompt the user to provide the email address.
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Go to your ChatBot dashboard and select a story that you want to modify. Add a Create a Ticket action and open it.
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Now you can set up your response:
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Subject - add a ticket subject.
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Visitor email address - add your visitor email address collected in the ongoing chat.
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LiveChat group - Decide in which LiveChat group your ticket will be created. This field is optional. By default ticket is created in the default group.
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You can also decide to which LiveChat group tickets are going to be transferred to or leave the field empty to keep the assigned conversation within the same group as it has started.
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Now go to the LiveChat application page and open the sample page. Test your scenario a few times and check your mailbox to be sure that the ticket has been successfully created. Note that you can also view the tickets in the ticket section in LiveChat.
Frequently Asked Questions
My tickets are not being created.
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Select the Create ticket block and check that you filled in all the necessary information (subject, e-mail address Attribute as the visitorâs e-mail address and the LiveChat group). Without it, the ticket wonât be created.
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Check youâre not using the HelpDesk ticketing system. If you’re using LiveChatâs Create ticket action for the license which is connected to HelpDesk, the action wonât work. Currently, ChatBot doesn’t provide a Create ticket action for HelpDesk (even when triggered through LiveChat), and that’s why your bot is not creating tickets. There are two different ways to solve this issue:
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As a quick solution, you can switch back to using the LiveChat vanilla tickets.
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You can keep using HelpDesk and use the Zapier integration to replace the LiveChat Create ticket action. Our Zapier integration allows you to connect ChatBot to thousands of applications available in their software. In this case, you could use the HelpDesk connection with Zapier to make the bot create a ticket. You can create a Zap.
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If youâre certain that all of the information is filled in correctly, make sure that the email you collected during the chat is validated by the correct Entity. If youâre collecting the address in the LiveChat pre-chat, itâs automatically validated by the Email Entity, but if youâre collecting it, e.g. in a Question block, you have to make sure that the Validation type is Email.
I want to change where the tickets are sent.
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If you want your agents to have the option to receive notifications about new tickets, go to the Agents section and select the specific agent. Next, select the pen icon in the top right corner. Check the New Ticket emails option and save your changes.Â
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You can set up your email inbox so that the tickets from LiveChat are forwarded to a different address. To do so, please follow the instructions.
How can I add a form to a ticket?
If youâd like to collect information from the user before creating a ticket, we recommend using the Question block to create a form.
