Chats and tickets

A chat is often the start of work that needs tracking. Tenvara makes that one step: raise a ticket from the chat, or add it to one that is already open, and keep talking. Requests left while chat was closed land on their own list so nothing is lost.

Converting and adding need manage rights on tickets as well as Chat Manage.

Raising a ticket from a chat#

1. Open the chat in the console (going on or already ended).
2. Press Convert to ticket at the top of the conversation, or press t.
3. Check the Subject. It starts as what the visitor first wrote.
4. Check the Customer and Contact. A chat with no known customer asks you to choose one; with no contact, the ticket is raised in the visitor's name and email.
5. Optionally set the Priority, Assignee, Queue and Type. The default uses your normal ticket defaults, and the assignee starts as you.
6. Press Raise ticket.

Raising the ticket never ends the chat: the chat says "Ticket #1020 raised" and you carry on talking. Ending is still the chat's own End chat. The new ticket:

• has the source Chat and says From chat C-1003 in its header and About section, a link back to the chat for anyone who may see chats;
• gets the conversation line by line at the times it was said, each with its real author: the customer's lines as theirs, your replies as yours (never emailed again, they were said in the chat), internal chat notes as internal notes and the chat bot's lines under its name, each file with the line it came with. The thread marks these lines In chat;
• keeps up with the chat: everything said afterwards is added as it is posted, and when the chat ends a line says so, with its wrap-up outcome;
• counts your first chat reply as its first response, at the time you wrote it, so the response target is met; your later chat replies count as updates;
• is linked to the device, for chats from the tray.

No "ticket logged" email goes to a customer who is still in the chat: the chat already told them. A chat that has already ended when its ticket is raised still gets the email, as nobody is there to read the chat. When the AI assistant handed the chat over, its summary comes first on the ticket. See Tickets that link back to their alert or chat.

Adding a chat to an existing ticket#

When the chat is about something already logged, put it on that ticket instead of raising a new one.

1. Choose More actions > Add to a ticket, or press Add to ticket in the Open tickets block of the context panel.
2. Pick the Ticket. The customer's open tickets are offered.
3. Press Add to ticket.

The chat so far and its files go on the ticket as an internal note, and the chat links to it. What is said after that follows line by line, as for a raised ticket. For a quicker route, press Add chat beside any ticket in the Open tickets list.

Making ended chats tickets automatically#

If every chat should end up on a ticket, turn on Make ended chats tickets in Settings > Chat, on the Timings tab. When a chat with a known customer ends, it becomes a ticket unless it already is one.

Customers can have their own choice: on the Customers tab of Settings > Chat, set Ended chats become tickets to Always or Never for one customer, or leave it As usual. See Chat settings.

Ticket requests#

When chat is closed, or nobody is free, visitors can leave a request instead of chatting: what is wrong, and their name, email, phone and company when they are on the website. A chat that nobody took in time (Unanswered after, 30 minutes by default) also becomes a request.

• A request from a contact who has proved who they are becomes a ticket under that contact straight away. That means someone signed in to the customer portal, someone the chat bot checked with its emailed code, or someone Microsoft Teams or Slack vouches for.
• A request from a website or tray visitor whose email address matches a contact but is not proven also becomes a ticket straight away, at that contact's customer, with their name and address as the requester and no contact. The ticket carries an Identity not confirmed badge with the reason and a Link to button: press it once you are happy it really is them. The visitor is not told a ticket reference, so the form never reveals whose address is a contact's.
• A request from anyone else waits on the Chat ticket requests tab of Service desk > Chat for someone to choose the customer.

The same rule applies when the chat bot hands over out of hours and when an ended chat becomes a ticket by itself. When a technician raises the ticket from the chat, the technician decides: the ticket goes under the contact shown in the dialog.

The list has two views: To place (the requests still waiting) and All (including placed and dismissed ones). Each request shows who left it, what company they said they were with, their email and phone, why it was a request (for example Out of hours), which widget it came from, when, and the page they were on.

The Chat ticket requests tab shows how many are waiting, and a notification tells you when one needs placing.

Placing a request#

1. Press Place with customer on the request.
2. Choose the Customer. What they typed as their company is shown underneath to help.
3. Optionally choose the Contact. If you leave it empty, the ticket is raised in the visitor's name and email.
4. Press Raise ticket.

The request becomes a ticket raised in their name and moves out of To place.

Dismissing a request#

For spam, a prospect you have already called, or anything that should not be a ticket:

1. Press Dismiss on the request.
2. Optionally write why, for example "spam" or "already sorted by phone".
3. Press Dismiss.

The request stays on the list under All with your reason, but no ticket is raised.

Tip: Requests from people who are not customers yet are often sales enquiries. Place them with a customer only once they become one; until then, dismiss with a note once you have called them back.