3.3 Manually Convert a Chat to a Ticket

Owned by SUPPORT
Nov 03, 2024
2 min read

With CloudCX, you have the flexibility to manually convert a chat into a new ticket or attach the chat to an existing ticket within the Agent Panel. This feature enables you and your fellow agents to continue providing support to the customer when web chat alone cannot immediately address their needs.

Step-by-Step Instructions

  1. In the chat window, click image-20241012-074634.png button.

  2. On the Follow up on this chat popup, choose to create a new ticket or attach the chat to an existing ticket.

  3. Click Confirm.

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The system will prompt the ticket is created successfully.

image-20241012-075152.png

  • When the chat hasn’t been ended, the new ticket will be created without attached chat transcript in Inbox.

  • When the chat is ended by agent or visitor as below, the new ticket will be created with attached chat transcript in Inbox.

 

 

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