Chat not creating a Support ticket

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5 Comments

  • Joel Koh

    @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.

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  • Jessie Schutz
    Zendesk team member

    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.

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  • Lisa S

    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

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  • Brandon Tidd
    Community Moderator

    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

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  • Lisa S

    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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