This documentation supports the 21.3 version of Live Chat, which is available only to BMC Helix customers (SaaS).

To view an earlier version, select the version from the Product version menu.

21.3 enhancements

Review the Live Chat 21.3 enhancements for features that will benefit your organization and to understand changes that might impact your users.

Open the ticket window after a chat is closed or abandoned

Live Chat administrators can configure Live Chat to open the ticket window after a chat session is closed. Agents can benefit from this configuration in the following ways: 

  • Perform some follow-up tasks on the ticket immediately, without having to search for the ticket from the monitoring console. 
  • Fill out the missing mandatory fields before closing a ticket.
  • Review the current ticket information before working on the next chat session. 

To learn how ticket creation from Live Chat works, see Ticket creation from live chat. To learn how to configure ticket creation settings, see Setting up ticket creation from Live Chat

The following image shows the ticket window opened in a new tab after closing the chat session:

What else changed in this release 

In Live Chat version 21.3, note the following significant changes in the product behavior:


Product behavior in versions earlier than 21.3

Product behavior in version 21.3

Administrators can view previous assignees or status changes to a chat session.

Administrators could not view the intermediate assignees or status changes to a chat session.

Administrators can view the previous assignees or status changes on the Audit tab in Master Chat Record.

For more information, see Viewing the chat session history.

The live chat session Id is added to the call log entry.The call log entry does not have the live chat session Id.

The Chat Session Id field is added to the SMT:Smart Recorder Call Log form. Administrators can identify the unique live chat session by using the chat session Id when troubleshooting.

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