Ticket creation from live chat
Agents in BMC Helix ITSM: Smart IT can create incident or work order on behalf of end users. When an agent is conversing with an end user on live chat, the agent can create a ticket if it does not already exist.
Methods of creating tickets from BMC Helix ITSM: Smart IT
As an administrator, you can configure ticket creation for a company in the following ways:
Automatic ticket creation—Tickets are automatically created after an agent clicks the chat window of the assigned chat session.
Automatic ticket creation requires BMC Helix ITSM: Smart IT version 21.02 and later.
- Manual ticket creation—Agents can create a ticket if it does not already exist.
Automatic ticket creation
Scenario: Automatic ticket creation with a default template
A company has implemented Live Chat with Smart IT. As an administrator, you want an incident to be created as soon as a support agent is assigned to a chat session. You also want to set a default ticket template that will be used to create the incident.
You set the automatic ticket creation flag to enabled, set the default ticket type to incident, and specify the incident template ID to be used to create the incident.
Scenario: Automatic ticket creation with a template selected dynamically based on the information in the chat
A company has implemented Live Chat with Smart IT. As an administrator, you want an incident to be created as soon as a support agent is assigned to a chat session. You also want a template to be selected dynamically based on the chat topic IT-Hardware.
You define a custom workflow in Action Request System and specify the ticket template ID to be used to automatically create an incident based on the IT-Hardware chat topic.
How automatic ticket creation works
The following image illustrates the process of how tickets are created automatically:
Workflow to set up automatic ticket creation
The following table describes the tasks for automatic ticket creation:
|1||As an administrator, enable automatic ticket creation.||To configure ticket creation settings|
|2||As an administrator, specify a ticket type and default ticket template.||Ticket creation settings|
(Optional) As an administrator, configure Live Chat to dynamically select a ticket template based on the information in the chat.
|To configure dynamic template selection|
Manual ticket creation
If automatic ticket creation is disabled, agents in BMC Helix ITSM: Smart IT and BMC Helix Business Workflows can manually create tickets. The agent can also select a template before creating an incident or work order.
- Saves time for the the agents by enabling them to create tickets simultaneously while interacting with end users.
- Enables agents to create tickets in-context of the queries raised by the end users in the chat.
- Avoids clutter for agents by hiding irrelevant ticket types.
- Provides an option for the agents to create tickets in a method of their choice—by using a template, from the draft ticket screen, or by using the quick create mode.