This week, the team will be releasing two small updates to the chat/offline message ticket creation behaviour.
Adding chat ID to ticket
The first change is to include the chat ID in the internal note of the ticket created from a chat or offline message. This was based on feedback from customers who want an easier way to get the ID of a chat, so they can use it with our suite of APIs (like the Chat REST APIs).
Currently, the first note on the ticket looks something like this:
After the change goes live, the first note on the ticket from chats/offline messages/missed chats will look like this:
Add offline message transcript text in internal note
The second change that will happen is specific to tickets created from offline messages (when the widget/SDK is offline due to no online agents).
Going forward, the internal note in the ticket created from offline messages will also include the message content entered by the visitor. This does not replace the transcript update on the ticket that may be sent to the visitor based on the transcript visibility settings in your account.
This change has been made to allow us to better detect and prevent spam messages from creating tickets in your Support account.
When will the change take place?
Monday November 19th, 2018 at 04:00 UTC/12:00 SGT/20:00 PST
Do you need to do anything for these changes to take affect?
The update will not require any changes to settings on your end, it will be rolled out to all accounts using ticket creation at the same time.
You may want to check if you are using triggers in Support that are based on text mentioned in a ticket update, just to be sure that it does not fire incorrectly/earlier than before.
Let us know if you have any questions or comments about the changes below.
If you need support for ticket creation in general, please email firstname.lastname@example.org to get assistance.