Turn A Chat Into A Ticket

Some conversations can't be wrapped up in the moment — they need investigation, a fix, or a follow-up later. When that happens, convert the chat into a ticket so the work is tracked properly and nothing gets forgotten.

When to convert

Turn a chat into a ticket when:

The issue needs work beyond the live conversation.
Someone else will need to pick it up later.
You want it tracked with a priority, category, and owner.

Convert the conversation

Open the conversation in your Live Chat inbox.

Choose Convert to Ticket.

Fill in the ticket details:

- Subject — a clear title for the ticket. - Priority — Low, Normal, High, or Urgent. - Category — optional, to keep tickets organized. - Assignee — optional, to hand it to a specific teammate.

Confirm to create the ticket.

TixTalk builds the ticket for you, including a note that it came from a live chat, when the chat started, and who the visitor was.

The chat history comes along

You don't have to copy anything over by hand. When you convert, the conversation's messages are carried into the ticket, so whoever works it can read the full back-and-forth for context. If the visitor already has a contact record, the ticket is linked to them automatically.

Close the chat at the same time

While converting, you can choose to close the conversation so it's marked done in your inbox. This keeps your live chat queue clean while the work continues in the ticket. Prefer to keep chatting? Leave it open and the conversation stays active.

After conversion

The new ticket appears in your ticket list, ready to be prioritized, assigned, and resolved through your normal workflow. Because the history and contact are attached, the handoff from live chat to longer-term support is seamless.

Tip: Write a specific subject line — "Refund not received for order #1042" beats "Refund issue" — so the ticket is easy to find and understand later.