Ticket creation from live chat

Agents in 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. After a chat session is closed, agents can view or edit the ticket details.

Ticket creation methods

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 Smart IT version 21.02 and later.
Manual ticket creation—If automatic ticket creation is disabled, agents in 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.

Automatic ticket creation scenarios

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:

How automcatic ticket creation works.png

Workflow to set up automatic ticket creation

The following table describes the tasks for automatic ticket creation:

Task	Action	Reference
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
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

Result

After a ticket is created, administrator can configure Smart IT to open the ticket in a new window after closing the chat session.

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

Open ticket window after closing chat.png

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.
After ticket creation, agents can perform follow-up tasks on the ticket, fill out the mandatory fields, or review the ticket information before working on the next chat session.

Where to go from here

Setting-up-ticket-creation-from-Live-Chat