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How to Create Support Desk Tickets from Live Chat Conversations

Vedain CRM·04-Aug-2026·3 min read

Some chat conversations need more than a quick answer — a bug to investigate, a refund to process, a follow-up that will take days. Vedain connects Live Chat and Support Desk both ways: agents can convert any conversation into a ticket with one click, and visitors can raise a ticket themselves without leaving the widget. The full transcript travels with the ticket, so nobody repeats themselves.

Agent side: convert a conversation to a ticket

  1. Open the conversation in the Live Chat workspace.
  2. In the right-hand visitor panel, click Create ticket.
  3. Confirm or edit the subject (pre-filled from the visitor's first message).
  4. The ticket is created in Support Desk with the chat transcript in the description, tagged live-chat.

Once created, the ticket number appears in the visitor panel — click it any time to jump to the ticket in Support Desk.

Visitor side: raise a ticket from the widget

Visitors can click the 🎫 ticket button in the chat widget, describe their issue, and submit — no portal login needed. The ticket lands in your Support Desk queue exactly like one submitted through the portal or by email.

What carries over automatically

  • •The full chat transcript in the ticket description.
  • •The customer record — matched by email, or created if new.
  • •Links to the CRM contact and lead, so the ticket shows up on their record pages.
  • •Auto-assignment and SLA deadlines, exactly like any other ticket.
  • •A back-reference to the chat session, so you can reopen the original conversation from the ticket.

Where to see everything together

Open any lead or contact record: the Live Chats and Support Tickets sections list every conversation and ticket for that person, with one-click access to each. Sales sees support history before a call; support sees the deal context before replying.

Frequently Asked Questions

Does the visitor need an email to create a ticket?

Yes — the email is how Vedain matches or creates the customer record and sends ticket updates. If the pre-chat form didn't capture it, the widget asks for it in the ticket form.

Can a chat create more than one ticket?

A conversation links to one ticket. If a new, separate issue comes up later, resolve the first ticket or start a fresh chat for the new topic.

Do chat-created tickets follow my SLA rules?

Yes. They go through the same auto-assignment and SLA deadline calculation as tickets from email, the portal, or the support widget.

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