Phased rollout This documentation supports the 21.05 and consecutive patch versions of Live Chat.To view the documentation for the previous version, select 21.02 from the Product version menu.

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. 

Related topics

Overview of ticket creation

Creating-incidents-or-work-orders-from-a-chat

Methods of creating tickets from 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 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:

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.

2

As an administrator, specify a ticket type and default ticket template.

3

(Optional) As an administrator, configure Live Chat to dynamically select a ticket template based on the information in the chat.


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.


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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