#How to handle a ticket opened through the site chat?

Open Tickets in the side menu, click the ticket, read what the requester wrote and click Open in LiveChat to reply through the conversation. Once the request is handled, go back to the ticket and click Resolve.

Each ticket is created on its own: with tickets turned on for a site chat, every new conversation on that chat becomes a ticket, with its own number, subject (the first line of the message), description, intent, page context and attachments.

Before you start

• Where: side menu › Support › Tickets.
• Role: the page requires the support tickets permission. An Attendant sees unassigned tickets and the ones assigned to them; people allowed to see all tickets also see their colleagues' ones.
• Tickets turned on for the chat: in the site chat editor, Support section, the Tickets switch must be on ("Every new conversation on this chat becomes a ticket on the Tickets page"). Only people who manage support can change it. With no chat using tickets, the page shows "No tickets here yet".

#Find the ticket

Each row of the list shows No., Subject, Intent (and the topic the requester picked, when there is one), Status, Chat, Requester, Attendant and Opened at, newest first.

To narrow the list, use the filter bar:

• Search by number, subject or e-mail;
• Status: Open, Waiting on customer or Resolved;
• Intent: Question or Suggestion;
• Chat: which site chat received the ticket;
• Attendant: one person or Unassigned;
• From and To: the opening period, both days included.

Clear filters removes every filter. Filters live in the page address, so you can reload or share the filtered list.

#Handle the ticket

1. Click the ticket row. The ticket detail (Ticket # followed by the number) opens.
2. Read Requester, Description and Page context (route, module, language, browser, screen and the Last visited routes, when the chat captured them). Under Attachments, click Download to open each file.
3. Click Assign to me to take the ticket. The confirmation reads "Ticket assigned to you".
4. Under Conversations, click Open in LiveChat and reply to the requester in the conversation. See How to reply to a contact in Live Chat.
5. When you are done, go back to the ticket and click Resolve. Confirm in Resolve this ticket?.

The same detail opens inside Live Chat, from the Ticket block of the contact panel; see What does the contact panel next to the conversation show?.

#How the status changes

Resolving the ticket also ends its conversation in Live Chat. Resolving only the conversation in Live Chat does not resolve the ticket: use Resolve on the ticket.

#Reopen a ticket

The ticket reopens on its own when the requester writes again on the same chat within 7 days after it was resolved. After that, the new conversation opens a new ticket.

To reopen it manually:

1. Open the resolved ticket.
2. Click Reopen and confirm in Reopen this ticket?.

The ticket goes back to the queue as Open, and its conversation is reopened in Live Chat.

#If it didn't work