How to Create a Support Ticket from a Customer Chat

Creating a support ticket directly from a customer chat can simplify your support process and ensure that customer issues are tracked and resolved efficiently. Here’s a detailed guide on how to utilize this feature in the "Live Chat, Contact Form & Ticket System" module in PrestaShop.

What is the support ticket creation feature?

The support ticket creation feature allows staff members to generate a support ticket directly from an ongoing chat session. This feature is particularly useful in the following scenarios:

• Complex issues: When a customer's query requires detailed follow-up or investigation that cannot be resolved during the chat session.
• Record keeping: To maintain a formal record of customer issues and ensure they are tracked to resolution.
• Task assignment: To assign specific issues to the appropriate staff member or department for further handling.

Detailed steps to create a support ticket from a chat

Follow this instruction to create a support ticket from a customer chat:

Step 1: From the back office, click on the "Maximize" icon to expand the chat window to full screen.

Step 2: On the right side of the full-screen chat window, find the "Create ticket from chat" button.

• Click the "Create ticket from chat" button to open the popup window. Enter the necessary details in the popup.
• Subject: A brief summary of the issue.
• Description: A detailed explanation of the customer’s issue.
• Staff: Assign the ticket to a specific staff member.
• Status: Set the current status of the ticket (e.g., open, in progress, closed).
• Priority: Determine the priority level of the ticket (e.g., low, medium, high).

Step 3: Click the "Create ticket" button to save the support ticket. The customer will receive an email notification once the ticket is successfully created.

Conclusion

Creating a support ticket from a customer chat ensures that complex issues are properly documented and assigned for resolution. This feature helps maintain a high level of customer service by providing a seamless transition from live chat to ongoing support. Utilizing the support ticket creation feature in the "Live Chat, Contact Form & Ticket System" module enhances your ability to manage and resolve customer issues effectively.