Linking and Managing Tickets in Chat Conversations

Agents can link existing tickets or create new ones directly within a conversation. These features streamline workflows, enhance collaboration, and improve customer issue tracking.

Links Tab in Chat Conversation

The Links tab in the Chat Conversation allows agents to manage ticket associations efficiently. Follow these steps to access it:

• Open the conversation and go to the Links tab in the message section header.

The Links tab provides the following options,

• Link Existing Ticket with Chat Conversation
• Create a Ticket and Link to Chat Conversation
• Unlink Ticket
• Copy Customer and Agent Portal Links of Linked Tickets

Link Existing Ticket with Chat Conversation

Agents have the ability to associate existing tickets with a conversation, creating a unified record of customer interactions.

1. Click Link Ticket in the Links tab.
2. Select the ticket you wish to link from the list.
3. The ticket links to the conversation, creating a unified record of interactions.
   
   
   
   
   
   
   
   

Create a Ticket and Link to Chat Conversation

Agents can create a new ticket directly within the conversation.

1. Click Create New Ticket in the Links tab.
2. Enter the required ticket details and save.
3. If Make this ticket private is selected, the customer portal link will not be available.
   
   
   
   
   
   
   
   

Unlink Ticket

• Click the Unlink Ticket option to unlink the linked ticket from the conversation.
  
  
  
  
  

Copy Customer and Agent Portal Links

• Provide easy access to ticket details by allowing customers and agents to copy the portal link instantly.
  
  
  
  
  

Permission Required

• The agent must have the Create ticket via agent portal permission enabled to Create New Ticket.