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Channels & integrations

Let customers create a ticket from chat

Let visitors create a structured support request from the chat widget.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Add New Ticket is a first-class widget tab. It renders the global Ticket Form schema filtered to surface chat_widget: text, textarea, select, multi-select, checkbox, attachment, button, sections, conditionals, required flags, and the chat_transcript field (usually core, chat_widget only) so the conversation can be stored on the ticket. It is the same config as Admin Create, Portal, and Public form — not a fourth builder. Visitors can create a ticket from chat even when they were talking to AI or waiting for a human.

When to use this

Some work needs structured fields (order id, serial) that a free-form chat will lose. The tab is how “Can Chat create a ticket?” is answered: yes.

Where to find the controls

Widget tab Create Ticket / Add New Ticket. Schema: #/settings/system/ticket-form preview surface chat_widget. Channel settings: Live Chat quick action ticket.

Who can make these changes

Visitors (email may be required). Agents instead use #/tickets/new. Pre-chat identity, if collected, can prefill customer email.

Before you begin

In Form Builder, include chat_widget on the fields you want. Keep chat_transcript on chat_widget. Mark required carefully — a required admin-only field must not block this tab. Attachment uses Tickets upload limits. Rate limit applies.

Follow these steps

  1. Preview chat_widget in the builder.
  2. Open the widget tab.
  3. Fill visible fields.
  4. Attach a file if allowed.
  5. Submit.
  6. Find the ticket in Inbox.
  7. Confirm transcript and historical field values on the workspace.

Settings reference

All builder types allowed on chat_widget, plus chat_transcript, submit button alignment, customer email from pre-chat, attachments, conditionals, surface visibility.

Example workflow

Visitor cannot finish Chat AI, opens Add New Ticket, selects Product, attaches a photo, submits. Inbox shows a live_chat/form ticket with transcript of the AI turns that were stored.

Good practices

Use heading/help on the chat surface for a short privacy line. Hidden fields can carry page URL if you add them.

Important considerations

Transcript content is customer data. Limit access and retention according to your support policy. Upload validation checks allowed file types and sizes; it is not a built-in antivirus guarantee.

If something does not work

Tab missing: live_chat off, ticket quick action removed, or JS error. Field missing: chat_widget surface or condition. Attachment rejected: size/type. Submit fails: email required, rate limit, nonce. Contact support if the ticket creates without transcript when chat_transcript is on the schema.

Continue learning

Create a ticket→Build a ticket form→Public web form→Set up website chat→

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