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Create Ticket for Unresolved issue (DNP)



Objective: Create a Support Ticket from an ended Live Chat in which the issue has not 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:

  1. Once the chat has ended, click the Create Ticket icon in the toolbar
  2. Keep the default ‘Send Email’ setting.  This emails the user with all of the ticket information.
  3. Click Next
  4. On the next window, make sure the TYPE is correct (it defaults to Horizon Dispatch)
  5. Change STATUS to In Progress.  (They will auto-change to Open upon receiving a response from the customer.  We then change it back to In Progress once we have responded in turn.)
  6. Assign the ticket to another person\department if needed.
  7. Add notes to document any troubleshooting steps you have tried.
  8. Finally, click Send at the top left of the ticket.  This creates an In Progress ticket.  From this point if you need additional information or if you need to ask them to return to Live Help for additional troubleshooting, you would simply go into the ticket and reply with your message as if you were emailing them.

Note: Notes are not visible by the user - only staff.

Creating a ticket from the Staff CP

  1. Once the chat has ended, go to your Staff CP and select Live Chat from the gray toolbar, then select Chat History.
  2. Select the chat by clicking on the Chat ID. You should see all of the relevant chat information.  
  3. Click Create Ticket.
  4. Now you pick up with step 2 from above.

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  1. Bob Hogan

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