Chat not creating a Support ticket

Issue symptoms

A Zendesk Support ticket was not created from a chat. Chat transcript from the interaction cannot be found in the Support interface.

Cause and Resolution Steps

There are many reasons a chat may not create a ticket. 

• The integration between your Support and Chat account may be broken and you may need to reintegrate the two accounts.
• Ticket creation was accidentally turned off and you may need to enable this feature again.
• The end user's email address was invalid, such as [e-mail]1 
• The end-user from the chat may not have ended the chat yet. 
• For customers on v1 of Chat/Support integration, tickets are created when the chat ends and the end-user has left. 
• Simply wait until the end-user ends the chat to see the Support ticket. 
• The end-user is Suspended in Support.

To export a chat transcript:

1. Open Zendesk Chat from the Product Tray > select the History tab.
2. Search by either the serving agent or by the chatter.
3. When you locate the chat in question, select it.
4. Select the Export Transcription option in the upper right.
5. Enter the email address you would like to receive the transcript.
   - To create a Support ticket from the chat, input your support address.