Stay in touch with your customers even when the chat ends.
When you want your team to follow up on the conversation later, use the LiveChat create ticket action. This allows you to generate a ticket that your customer service team can manage.
How to create tickets in your bot flow
Collect your customers ’ email addresses before adding the ticket action to your bot flow. You can ask for the email address in the pre-chat survey set in LiveChat or use the ask question action to prompt the user to provide the email address.
-
Go to the bot you want to create a ticket in. Add a Create a Ticket action to the bot flow and open it. Set up your response:
-
Subject - add a ticket subject; it’ll be visible in the LiveChat app on all tickets created by the bot at this point of the chat
-
Visitor email address - add your visitor email address collected in the ongoing chat
-
LiveChat group - decide in which LiveChat group your ticket will be created. This field is optional. By default ticket is created in the default group.
You can find the LiveChat group ID in the LiveChat Team section under the group name on the right side of the screen.
-
Test the bot in the LiveChat Chat Widget a few times, and check your mailbox to ensure that the ticket has been successfully created. You can also view tickets in the ticket section in LiveChat.
Frequently Asked Questions
My tickets are not being created.
-
Select the Create ticket block and check that you filled in all the necessary information (subject, e-mail address, Attribute as the visitorâs e-mail address, and the LiveChat group). Without it, the ticket wonât be created.
-
Check youâre not using the HelpDesk ticketing system. If you’re using LiveChatâs Create ticket action for the license connected to HelpDesk, the action wonât work. Currently, ChatBot doesn’t provide a Create ticket action for HelpDesk (even when triggered through LiveChat), and that’s why your bot is not creating tickets. There are two different ways to solve this issue:
-
You can use HelpDesk and the Zapier integration to replace the LiveChat Create ticket action. Our Zapier integration allows you to connect ChatBot to thousands of applications available in their software. In this case, you could use the HelpDesk connection with Zapier to make the bot create a ticket. You can create a Zap.
-
If youâre certain that all the information is filled in correctly, ensure that the email you collected during the chat is validated by the correct Entity. If youâre collecting the address in the LiveChat pre-chat, itâs automatically validated by the Email Entity, but if youâre collecting it, e.g., in a Question block, you have to ensure that the Validation type is Email.
I want to change where the tickets are sent.
-
If you want your agents to have the option to receive notifications about new tickets, go to the Agents section and select the specific agent. Next, select the pen icon in the top right corner. Check the New Ticket emails option and save your changes.Â
-
You can set up your email inbox so that the tickets from LiveChat are forwarded to a different address. To do so, please follow the instructions.
How can I add a form to a ticket?
If youâd like to collect information from the user before creating a ticket, we recommend creating a form using the Question block.
Read more:
