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Manage Live Chat Tickets

Quick Setup

Most ticket actions take about 3 minutes.

Use this guide when a guest asks for human help in Live Chat. You can spot ticket ownership, take over a conversation, and close it after you finish.

Go to: Live Chat

Quick Reference​

ItemWhat it meansWhat you do
Open ticketA guest asked for human supportTake over or reply
Assigned to youYou own the ticketReply and close it when resolved
AssignedAnother employee owns the ticketLeave it for that employee
Incoming Support RequestsNew tickets trigger alertsTurn it on in Personal Settings
Assigned Chat ActivityNew messages in your tickets trigger alertsTurn it on in Personal Settings
Ticket creation

New tickets appear when Request Support Chat is on in Live Chat Settings. This setting needs Chat mode set to Hybrid.

Take Over a Ticket​

  1. Open Live Chat.

  2. Click a conversation with Open ticket.

  3. Click Take Over.

  4. Confirm Take Over in the dialog.

    ✓ The badge changes to Assigned to you. ✓ The ticket is now yours.

Reply to an Assigned Ticket​

  1. Select the conversation.

  2. Type your message.

  3. Press Enter or click Send.

    ✓ Your message sends to the guest. ✓ New messages in assigned tickets can trigger alerts.

Close a Ticket​

  1. Open a conversation assigned to you.

  2. Click Close Ticket.

  3. Confirm Close Ticket.

    ✓ The ticket closes. ✓ The conversation returns to AI replies if your chat mode allows it.

Optional closure message

If enabled in Personal Settings, AVA sends your closure message automatically.

Troubleshooting​

You do not see an open ticket​

What you see: A guest asks for help, but no Open ticket badge appears.

Fix:

  1. Open Live Chat Settings.
  2. Turn on Request Support Chat.
  3. Set Chat mode to Hybrid (AI + live chat).
  4. Save and refresh Live Chat.

Close Ticket is missing​

What you see: You cannot see Close Ticket.

Fix:

  1. Check whether the badge says Assigned to you.
  2. If it says Assigned, another employee owns it.
  3. If the ticket is still Open ticket, click Take Over first.
  4. Otherwise, ask the owner to close it or open a different ticket you own.

Alerts do not arrive​

What you see: Tickets are created, but you do not get push alerts.

Fix:

  1. Open Settings → Customizations → Push Notifications.
  2. Confirm browser push is enabled.
  3. Return to Live Chat → Personal Settings.
  4. Turn on Incoming Support Requests or Assigned Chat Activity.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Ticket badges never appear after refresh
  • ❌ You cannot take over or close a ticket
  • ❌ Push alerts do not arrive after enabling them

Helpful to include:

  • Screenshot of the Live Chat header
  • Guest name or conversation ID
  • Time the issue started