adding tickets from chat

Justyna Kraszewska
2 min read
updated: Sep 20, 2022

By integrating your LiveChat with, you will be able to move cases from chat to the help desk. After setting up this integration, you will be one click away from creating a new case. integration offers the following benefits:

  • creating tickets on the fly and from Archives
  • keeping the customer service communication in one place
  • monitoring ticketing history from the chat window

Simplify your customer support activities and integrate your live chat with today!

Visitor’s ticketing history in the chat window

Setting up the integrationLink icon

  1. To begin the set-up, login to your and switch to the Admin view. After logging in, just click on icon in the top left corner of the dashboard and then select Admin.
  2. Next, click on Settings in the top right portion of the page.

Accessing admin settings

  1. Proceed to API section.
  2. Click on Add API application.
  3. Next, you will need to provide the name of the API Application and a website URL. You can use LiveChat as the name and as website URL. Leave the two remaining spaces blank. integration: adding new API app

  1. Confirm by clicking Add button.

This will create an API Application for LiveChat and provide you with a Key and an Secret. You will need those in the next step of the guide. integration: API app settings

  1. Select Your Access Token on the left side.
  2. Then copy the Token and Token secret and close the window. integration: accessing tokens

  1. In order to proceed, go to the integration page.
  2. Proceed by clicking on Install.

You will need to provide the data of the API Application you’ve just created as well as the address of your page.

  1. Type in all the information, i.e. Desk page address, your Key, Secret, Token and Token secret.

Desk integration: saving settings in LiveChat panel

  1. Finish by clicking on Save changes.

Congratulations! Your integration is now ready for action.

LiveChat transcript in Desk dashboard

Creating cases through LiveChatLink icon

To create a ticket using integration, click on More in the upper right portion of the chat window during a chat with customer. Click on Create a ticket afterwards. integration: creating ticket from chat window

You can also create a ticket from a conversation in the Archives. Click on the archived chat and then click on Create a ticket button. integration: tickets from the Archives

When you use the integration for the very first time, you will be required to provide your e-mail and click on Save.

After you create your ticket, you can modify it and assign it to an agent. Hit Update to finish the ticket creation process.

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