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 from the conversation menu.
- That is the whole flow — there is no dialog. The ticket is created immediately and TixTalk opens it for you.
The new ticket takes the conversation's subject, or "Chat with [visitor name]" when there is no subject, and is always created at Normal priority with nobody assigned. Its description records that it came from a live chat, along with when the chat started and who the visitor was.
Because there is no dialog, set the priority, assignee, type and category on the ticket screen straight after converting — you land on the new ticket, so it takes a few seconds.
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.
The chat stays open
Converting does not close the conversation. It stays in your inbox exactly as it was, so you can finish the chat properly and then Resolve it yourself once the customer knows their request is being tracked as a ticket.
After conversion
The new ticket appears in your ticket list, ready to be prioritized, assigned and resolved through your normal workflow. Because the messages and the contact are attached, whoever picks it up has the full story.
Write a specific subject line — "Refund not received for order #1042" beats "Refund issue" — so the ticket is easy to find and understand later.