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LiveChat: Forwarding ticket form messages and chat transcripts to HelpDesk

Your customers probably contact you using more than one channel. Live chat is almost as popular as email, so it's convenient to connect these channels and see all your conversations in HelpDesk.

If you use LiveChat, you can forward your ticket form messages and chat transcripts with a simple setup. You'll be able to access the entire conversation history with a particular customer in one place.

How to send chat transcripts from LiveChat to HelpDesk

After a chat conversation with a customer, you can send the full chat transcript to HelpDesk.

  • Open the HelpDesk app. Go to Settings -> Mailboxes -> Email forwarding.
  • Copy your HelpDesk address.
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  • Enter your HelpDesk email, and click “Save changes.”
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How to forward ticket form messages from LiveChat to HelpDesk

If you use LiveChat, your customers can leave you a message when you're offline. Set up ticket form forwarding to see those message in HelpDesk.

  • Open the HelpDesk app. Go to Settings -> Mailboxes -> Email forwarding.
  • Copy your HelpDesk address.
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  • Open the LiveChat app. Go to Settings -> Channels -> Email.
  • At the bottom of the page, you’ll find a note: “Don’t want to use LiveChat’s ticketing system? Forward messages from visitors to another email address.” Click “Forward messages from visitors”.
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  • Enter your HelpDesk address, and click “Save changes.”
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