Issue symptoms

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

Resolution steps

Note: This article applies to accounts on Chat Legacy or Support + Chat plans. To find out what version of Chat you are on, see the article: Determining your Zendesk Chat account version. If you are using live chat in agent workspaces or messaging, a support ticket is created when the chat is accepted.

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

  • Ticket creation is not enabled. You can enable this feature again.
  • The end-user from the live chat may not have ended the chat yet. In that case, you 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. Closed tickets cannot have additional chat transcripts added.

To export a live-chat transcript

  1. In the Chat dashboard, select the History tab.
  2. Search by the serving agent or by the visitor.
  3. Select the chat in question. 
  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.

For more information, see the article: Reviewing and exporting past chats in History. 

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