Ticket Creation for Missed Chats


7 Comentarios

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Aswin,

    Thank you for writing in and providing details. We have seen other customers use tickets for missed chats as a great way to follow up with their customers/visitors. 

    However, the tickets for missed chats might also be resulting in noise. Unfortunately, we do not provide a way to prevent tickets for missed chats without switching Ticket Creation to Manual for Chats. For reporting, we could consider using tags for missed chats to exclude those tickets or bulk deleting the tickets. 

    We will consider your feedback while enhancing ticket creation from Chat in the future. 

    - Prakruti

  • Aswin Kannan

    We also used to follow-up missed chats and offline messages, but decided not to do any further due to resourcing issue. I like the automatic ticketing. Having the option to select it for Served Chats, Missed Chats and Offline Messages individually will be just more convenient for all the customers and they can use as required. Thank you for consideration!

  • Dan Ross
    Community Moderator

    Another vote for allowing automatic ticket creation from served chats and offline messages only!

    This creates an insane amount of noise that needs someone to go in an clean up. It also skews metrics for ticket creation.


  • Valo Solutions

    I totally vote for creating tickets from missed chats. We used use Chatra as our chat solution earlier and where so pleased about this feature. There are only 4 person in our support and missed chat happen time to time and it would be great that those would appear as tickets in support.

  • Janice L.

    I agree, we should have an option to select auto-ticketing.  My problem with missed chat ticket creation is when the customer did not input an email and we receive a missed chat ticket without an email, it takes us extra time to clean up those tickets and doesn't allow follow-up.

  • Miriam

    Any update on this feature request? 

  • Pavels Baskakovs

    Yes please - very much needed feature to create a ticket for missed chats otherwise these customers go unserved and frustrations rise. Having auto tickets for every chat doesn't work as we get inundated with tickets for a small team.


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