CRM and ticket system integration — auto-create contacts, link to helpdesk tickets #2

New Issue

2026-06-21T16:14:12Z

jmiller commented

2026-06-21 16:14:12 +00:00

Summary

Deep integration with MokoSuiteCRM contacts and the MokoSuite ticket system (CRM #16).

CRM Integration

Auto-create CRM contact from chat visitor (name + email from pre-chat form)
Link conversations to existing CRM contacts by email match
Show CRM contact card in agent sidebar (orders, tickets, notes)
Chat history visible on CRM contact timeline via ActivityStreamHelper
Auto-log chat as CRM activity (ActivityTimelineHelper)

Ticket System Integration

Agent can escalate chat to support ticket with one click
Chat transcript attached to ticket automatically
Ticket status updates pushed back to chat (if visitor still connected)
Visitor can view their open tickets from chat widget
Ticket follow-up notifications via chat channel

Contact Linking Flow

Visitor opens chat → pre-chat form collects name + email
System checks CRM contacts by email
If found → link conversation to contact, show history to agent
If not found → create new CRM contact automatically
All messages logged to CRM activity timeline

## Summary Deep integration with MokoSuiteCRM contacts and the MokoSuite ticket system (CRM #16). ## CRM Integration - Auto-create CRM contact from chat visitor (name + email from pre-chat form) - Link conversations to existing CRM contacts by email match - Show CRM contact card in agent sidebar (orders, tickets, notes) - Chat history visible on CRM contact timeline via ActivityStreamHelper - Auto-log chat as CRM activity (ActivityTimelineHelper) ## Ticket System Integration - Agent can escalate chat to support ticket with one click - Chat transcript attached to ticket automatically - Ticket status updates pushed back to chat (if visitor still connected) - Visitor can view their open tickets from chat widget - Ticket follow-up notifications via chat channel ## Contact Linking Flow 1. Visitor opens chat → pre-chat form collects name + email 2. System checks CRM contacts by email 3. If found → link conversation to contact, show history to agent 4. If not found → create new CRM contact automatically 5. All messages logged to CRM activity timeline

jmiller referenced this issue

2026-06-21 16:14:43 +00:00

ROADMAP — MokoSuiteSupport implementation plan #8

jmiller referenced this issue

2026-06-21 21:54:59 +00:00

TEST — All Support features (#1-#7) #9

jmiller referenced this issue

2026-06-21 23:04:49 +00:00

FULL TESTING PLAN — MokoSuiteSupport complete stack validation #11

Sign in to join this conversation.