Subject: No Tickets Created- Zopim/Zendesk
From: Pritish Nandi <[email-masked]>
To: Arun Kumar <[email-masked]>, "Binod Joshi" <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Devender Madan" <[email-masked]>, "S indra kumar . singh" <[email-masked]>, "Mayank k . arora" <[email-masked]>, "Pankaj Sharma" <[email-masked]>, "Rahul Singh" <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Soumya Mukherjee" <[email-masked]>, "Surajit Bhadra" <[email-masked]>, [email-masked], rahul p
Cc: Deeksha Dadu <[email-masked]>
Date: Tue, 4 Aug 2015 01:47:07 +0530 (IST)

No Tickets Created- Zopim/Zendesk-Please follow this process 

From: Subir 

Date: Sun, 2 Aug 2015 at 10:00pm 

Category: Urgent Messages 
HI Team, 

This is to inform you that we have seen a number of occasions where Zopim/Zendesk does not create tickets and on some of theses chats agent needs to apply manual credit for the member. This get's difficult as without the ticket number it is impossible to do manual credits. Could you please confirm what process we need to follow in these situations. 

Ex- [email-masked] - Ticket not generated 

Also a lot of times Zopim does not respond properly, reconnects, unable to pick chats, Chat gets disconnect. Could you also check and update us on this as well. 

Thanks and Regards, 
Pritish Nandi (Chris) 

Subir Sun, 2 Aug at 10:04pm 
Screenshot attached for your reference. 

Susan Ramaswamy Mon, 3 Aug at 7:57pm 
If you are loosing a visitor this can be due to the member closing the chat prior to the chat beginning or due to a mobile connection. 

Andy and I are looking at removing the requirement to create a dupe ticket to do a manual request and just issueing the manual in the system then doing an edit from the manual credit page once the ticket ID is created (which is as soon as the chat has closed) which would resolve this issue. 

If a chat closes and a manual is done - process the manual without the ticket number if required. We can locate the member ticket via email from search in Zendesk until a formal process is put into place. 

R egards, 
Pritish Nandi