What Is Chat-Based Ticketing?
Chat-based ticketing integrates instant messaging and chat into the ticketing system, allowing users to start with chat and automatically create tickets for tracking. It combines the responsiveness of chat with the structure and history of ticketing.
How Chat-Based Ticketing Works
- User initiates chat with support
- Conversation is tracked and timestamped
- If the issue requires follow-up, a ticket is created automatically
- Full chat history is preserved in the ticket
- User can continue chatting or switch to email/portal for updates
Benefits
- Users get immediate response for quick issues (chat)
- Complex issues get formal tracking and SLAs (tickets)
- No context switching—chat history flows into ticket
- Improves user satisfaction and resolution speed
Chat vs. Chat-Based Ticketing
- Chat only: Conversation disappears; no follow-up tracking
- Chat-based ticketing: Chat flows into structured ticket; full history preserved
Best Practices
- Set clear expectations for chat response times
- Auto-create tickets for complex issues
- Allow users to continue chatting even after ticket creation
- Use chat transcripts in knowledge base articles
Industry Insight
Zendesk reports that chat-based ticketing improves user satisfaction by 25% compared to chat-only or ticketing-only solutions.
Learn Modern Support Channels
Communication channels are discussed on Wikipedia.
How TicketingNext Integrates Chat
TicketingNext unifies chat and ticketing with automatic ticket creation and full history preservation. See TicketingNext features or explore use cases.
Ready for chat-based ticketing? Contact our team.