Small Updates to Ticket Creation Behaviour

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  • Dawn Anderson

    Are you able to use the chat ID to search for that chat in the chat monitor?


  • Ramin Shokrizadeh

    Hi Dawn,

    The chat ID is only available to search when the chat ends and its only available via the REST API.

    Alternatively, you can use this URL

    Where you replace CHAT_ID with the ID listed. This will let you see the transcript alongside the user information.


  • Schuyler Weinberg

    Any way the chat ID can pass to a custom field in Support? It would be great to have it pass to a field in Support to make it easier to report and tie a chat ID to a ticket ID

  • Dan Ross

    Is there still no way to prevent a missed chat from creating a ticket?

  • Ramin Shokrizadeh

    @Schuyler Currently, there is no way to send the chat id as a custom field in the Support ticket. There have been discussions about making it part of the ticket data model but nothing to share at this point in time. The reverse is possible, you can get the ticket ID for the Chat in the Chat dashboard and APIs.

    Here are the REST API docs for Chat:

    @Dan Ross there is no new settings being added at this time, missed chats will continue to create tickets.

  • Marty Whitby

    I cannot see the images in this article, nor can a colleague on a separate pc. If I right-click to open the image in a new tab, I get a page doesn't exist error.

  • Ramin Shokrizadeh

    Hi Marty,

    Thanks for letting us know. We are in the process of combining all the help centers together and it appears some images broke in the process. 

    The docs team are aware and will work on updating the images for you.



  • Aimee Spanier

    Images should be working now - HC migration had a little blip. Thanks for the head's up!


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