Changing the form of a chat transcript ticket based on the chat department chosen

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  • Rajat Garg
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    Hi Clare,

    Thank you for writing in. Can you clarify which chat transcript ticket form you are referring to? Are you referring to ticket fields in Support and you are looking to update the fields based on department of the chat? How changing this will help you in reporting? We would appreciate more details as it will help us understand your problem better.

    Thanks,

    Rajat

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  • Clare P
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    Hi Rajat,

    When a chat is started, a ticket is automatically created in Support and when the chat finishes the chat transcript is added to that ticket as an internal note.

    The ticket is then assigned to the default group, and we would then have to manually reassign the ticket to the correct group.

    Currently chat tickets stay solved unless they need follow up, so these ones that we don't touch again stay as solved in the default group, even if the department selected doesn't relate to this group. This means reporting for tickets isn't completely accurate.

    It would be helpful if we could set a trigger so that chats tickets are auto reassigned to a particular group based on the department that the customer selects.

    Thanks,

     

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  • Rajat Garg
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    Hi Clare,

    Thanks for providing more details. Have you consider using tags as a condition in triggers to assign chat to specific groups?

    Specifically I am thinking of following:

    1) Have a tag assigned specific to departments in Chat

    2) Create a trigger in Support that would assign ticket to specific group based off tag

    Below is an example of this trigger:

    Thanks,

    Rajat

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  • Clare P
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    Hi Rajat,

    That's a great idea. We haven't assigned tags to chats yet so I will give this a go.

    Thanks,

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