How to manually convert a chat to a ticket during the chat session

After you integrate Comm100 Live Chat with Comm100 Ticketing System, your agents can manually convert a chat to a new ticket or attach the chat to an existing ticket in the Live Chat Agent Console window.

The integration eliminates time-consuming switching between Live Chat and Ticket application for your agents.

Generate a Chat to a New Ticket/Existing Ticket

  1. In the agent console, Click Mark for follow up.
  2. Create a new ticket or attach the chat to an existing ticket.
  3. The chat transcript will be attached to the ticket when the chat ends. You can do the follow-ups in your Ticketing & Messaging module.