Live chat -> "Leave a message" can create a ticket

[craigbrass]

It is using Siora's instructions but a simple way will be implemented with V4.

[Carl Silver]

Ah, i just looked at Siora's post - thats what i am doing anyway

[craigbrass]

Yea, obviously a simple option in settings would be better but that will come with V4.

[Epoint]

Hello Siora.
first of i want to thank you for this tip.
i tried this and how can i be sure that all the messages are converted into a ticket and send to he General department?
I would be very nice, if this works, alltough this could be considerable much better in V4.0

What surprises me though is that we have a multi lenguage platform, english and spanish. And when we are closed for business (like now, it is here 0:55 am in the moring) . And I see that some fields are still in english.
Departamento: Dpto. Compras - Conectado Dpto. General - Desconectado Dpto. Formación - Desconectado Dpto. Comercial / Ventas - Desconectado Dpto. Calidad - Desconectado Nombre Completo: Email: Business Name: Contact Number: Asunto: Mensaje:
How can i make that all the fields are in spanish, when a spanish customer want to leave a message?
Many thanks,
Paco

Originally Posted by Siora

You can actually have the email forwarded to an address of your choice via the admin CP. By doing this you can send the message to your mail parser to auto create the ticket or email it to yourself or a staff member to keep track of. This should resolve your problem in the short term.

[Siora]

If you have it set such that new emails are converted into tickets then all you need to do is send the live chat message to the email queue assigned to your general department. For example, if you send emails using general@department.com for your general department then foward emails to general@department.com. That should parse the email into that department. Again its entirely dependent on your setup and my require further setting changes.

[joshuah]

this feature sounds good can't wait to see it implemented

[mblendinger]

Hello, it will not be implemented for 3.x ?

wich is the ETA for V4 ? (no matter you don't hit the real date, but I need an informal ESTIMATED time of the first stable release of this version)

[craigbrass]

It will be implemented only in V4 for which no date will be given. It will simply be released when it is ready.

[MM Web]

I have modified my template today to removed the form that creates the message & instead display a simply text to close the window and submit a ticket. It got me thinking... is it possible to just simply have that contact form that sends a message, instead just create a support ticket and skip the message all together?

[MM Web]

Does anyone know if it is possible to simply change the 'New Message' form to 'Submit Ticket' form in the Live Chat window?

[craigbrass]

You can do a work around solution currently by going into live support settings and setting the address for notifications of these to go to a mailbox that is piped into Kayako for ticketing. Changing the actual form to submit a ticket would be a tad more complicated.