Chat not creating a Support ticket

Issue symptoms

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

Resolution steps

There are many reasons a chat may not create a ticket, some include: 

• Ticket creation was accidentally turned off and you may need to enable this feature again.
• The end-user from the chat may not have ended the chat yet. In that case, you just need to wait for the chat session to end. 
• The end-user is suspended in Support and you will need to unsuspend them. 
• The ticket status is marked as closed, the ticket then cannot have additional chat transcripts added.

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.