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Log Chat to Existing SR


will.good
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Hi,


We need a solution to be able to raise a chat to an existing Service Request.


E.G. Customer raises a live chat to provide further information on an existing case, we should be able to apply that chat transcript to the already existing request.

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Guest Ehsan

@will.good,

Thank you for raising the enhancement request to extend the Live Chat -> Service Manager integration to provide the option to apply a Chat Session to an existing request. This would in fact be similar to our email management offering where an email could be applied to an existing request. A new enhancement request will be raised and assigned to the Product Management team who will prioritise this request based on interest. We will update this post when this enhancement request is prioritised into the 90-days development window.

Ehsan

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  • 8 months later...

This seems like an eminently positive step towards making the Live Chat even more useful.

Hmm, how about this, if the existing call reference is in the chat itself, it automatically appends the chat session dialogue to that call ref.

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