Create ticket from chat even if the requester has left the chat


8 Comentários

  • Ramin Shokrizadeh
    Zendesk Product Manager

    @... If you use manual ticket creation and forget to do it during the chat, you can always go to the History tab and create the ticket from there for the completed chat conversation:

    In general, we recommend accounts use automatic ticket creation and if you do decide to move to agent workspace it will be required for tickets to be created for every conversation automatically. 

  • Danielle DeCosta

    I am on Agent Workspace now and an open ticket is created from every chat. This doubles our ticket count because tickets are being created even though there really wasn't a ticket it was a chat. How are clients mitigating this as it has drastically skewed our data in our explore dashboards? If we delete the open ticket it creates does that delete the chat? 

  • Arianne Batiles
    Zendesk Customer Care

    Hi Danielle DeCosta

    When agent workspace is used, chats are served on the support page where it creates a ticket. Do you mean you only want chats to be stored and served in the chat dashboard? If so, you will need to disable agent workspace.

    You can report on tickets based on the channel they come from. You can then omit chat as a channel when reporting on tickets. 

  • Alex

    There is no longer way to disable agent workspace, therefore we have to close several tickets that were automatically generated.
    Can we find a solution to this problem?

  • Darenne
    Zendesk Customer Care
    HI Alex, I hope you're doing great! Can you please provide us with more information of what you're trying to achieve? Did you mean you want to disable the agent workspace alone? If not, kindly give us with more information so we can provide an adequate response for your concern. 
  • Eric Castelli

    I too was forced to switch to the agent workspace and now every chat request that comes in automatically creates a ticket, which I don't want, as it creates a huge mess.  As far as I can tell, there seems to be no way to disable this.  Please help!

  • Alan Pugh

    Darenne, I'm having the same issue as Alex after enabling Messaging today.

    What's happening is the end user opens the web widget, the initial greeting is shared with the end user, and a ticket is created with just the "system" sharing the greeting.

    A ticket should only be created when the end user actually submits something. Is there any way to avoid tickets being created before the end user participates?

  • Mike DR
    Zendesk Customer Care
    Hi Alan!

    Hope you're doing well today! For messaging it would be asynchronous, once a client of yours sends a message it would automatically create a ticket, the only way (for now) to only create a ticket is via the web form using the Classic web widget.

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