Objective: Create a Support Ticket from an ended Live Chat in which the issue has been resolved.
Prerequisites: The Live Chat should have ended.
Refer To:
Overview:
There are several ways to do this, but I will focus on creating a ticket from chat from within the Desktop app and creating a ticket from chat from the web Staff CP.
Creating a ticket from chat from the Desktop App
Steps:
- Once the chat has ended, click the Create Ticket icon in the toolbar
- If the issue was resolved when the chat ended, you will select the ‘As User/Phone’ radial button. This opens a ticket on the user’s behalf and is our typical scenario.
- Click Next
- On the next window, make sure the TYPE is correct (it defaults to Horizon Dispatch)
- Change STATUS to Closed
- Select Add Note from the top of the screen
- In the Note section that comes up, select the blue color which represents resolution, then add the resolution steps to the note.
- Finally, click Create at the top left of the ticket. This both creates and closes the ticket.
Creating a ticket from the Staff CP
- Once the chat has ended, go to your Staff CP and select Live Chat from the gray toolbar, then select Chat History.
- Select the chat by clicking on the Chat ID. You should see all of the relevant chat information.
- Click Create Ticket.
- Now you pick up with step 2 from above.
Bob Hogan
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