Phased rollout

 

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

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. 

Related topics

Overview of ticket creation

Creating incidents or work orders from a chat

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. 

    Important

    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:

TaskActionReference
1As an administrator, enable automatic ticket creation.To configure ticket creation settings
2As an administrator, specify a ticket type and default ticket template.Ticket creation settings
3

(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.


Benefits

  • 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. 

Where to go from here

Setting up ticket creation from Live Chat

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