Issue symptoms
A Zendesk Support ticket was not created from a chat. A 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 user@gmail.com1
- 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:
- Open Zendesk Chat from the Product Tray > select the History tab.
- Search by either the serving agent or by the chatter.
- When you locate the chat in question, select it.
- Select the Export Transcription option in the upper right.
- Enter the email address you would like to receive the transcript.
- To create a Support ticket from the chat, input your support address.
5 Comments
@Rebecca
Just like to share that our team has come across another explanation for chats not being automatically generating tickets: If the end-user specifies an email address that is on the suspended users list on Support.
Hi Joel! Welcome to the Community!
Thanks so much for sharing that! It's expected behavior, but not necessarily something that would spring immediately to mind when a chat ticket doesn't get created.
Hello - we seem to be set up ok and I tested and was able to navigate and can view a Chat ticket on a test chat I made with a colleague this afternoon. However, it seems that Chat tickets in general are either not being created or are disappearing or I simply cannot locate them in our instance. Can anyone help with this one, please?
Thanks,
Lisa
Hi Lisa S!
Sorry you're having trouble. First thing you're going to want to do is make sure that your Chat settings are configured to create tickets. You can access this off the Account settings page within your Chat Dashboard.
Once that is enabled, you should be able to quickly locate the tickets on the Support side by using the search function to type in either your name or the end-users name. If you handled the ticket yourself, you should also be able to access it by clicking into your profile in the Support Agent view.
Hope this helps!
Brandon
Hey Brandon,
Thanks so much for such a quick reply.
I was unable to find our chat tickets but have done now.
Thanks!
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