Difference between Chat Tickets and Support Tickets in Dynatrace

[Aboud1]

Hello Community,

I have a question regarding the difference between Chat Tickets and Support Tickets in Dynatrace.

When I open a Support Ticket, I can select the environment, and the ticket appears under Requests by Environment. My colleagues are also able to access it and follow up collaboratively.

However, when I open a Chat Ticket, it also appears under Requests by Environment, but my colleagues cannot access or view the conversation — only I can.

I already opened a support case asking whether this behavior is expected by design, but I haven’t received a reply yet.

So I’d like to ask the community:

• Is this limited visibility for Chat Tickets the expected behavior?

• Is there any way to share a Chat Ticket with team members or convert it into a Support Ticket for collaborative tracking?

• Also, what are the main differences between Chat Tickets and Support Tickets in terms of purpose, accessibility, and follow-up workflow?

Any clarification or experience sharing would be much appreciated.

[Kenny_Gillette · Accepted solution]

Hi,

• Also, what are the main differences between Chat Tickets and Support Tickets in terms of purpose, accessibility, and follow-up workflow?

I think this is a good explanation of both:

https://support.dynatrace.com/

https://www.dynatrace.com/company/trust-center/support-policy/

Standard Support

All Dynatrace customers receive the following support resources during Business Hours (defined under “Contacting Dynatrace Support” below):

• In-Product Assistance: When you have any type of product question or concern, you can have a live chat with a Dynatrace expert from anywhere within the Dynatrace Platform. Simply click on the help icon from within your Dynatrace environment to start a chat.
• Support Requests: Customers may create and manage their support ticket via the Dynatrace Support Center at https://support.dynatrace.com/. Please see the section below titled “Contacting Dynatrace Support” for details on hours, initial response times, and frequency of status updates.

• Is this limited visibility for Chat Tickets the expected behavior? yes

• Is there any way to share a Chat Ticket with team members or convert it into a Support Ticket for collaborative tracking?

          Yes, you should get an email with a chat.  Reply all with email that you want added to chat then person can see chat.  I  am not aware of a way to add to the actual chat.  Assume you are not an admin?  There are permissions you can have to have access to all Dynatrace tickets "Manage support tickets"

https://docs.dynatrace.com/docs/manage/identity-access-management/permission-management/role-based-p...

• Manage support tickets: Allows access to all support tickets that have been created for this environment. Note: Dynatrace SaaS customers automatically have access to chat and support tickets by default, and thus do not require this permission unless they want access to all tickets for the environment.
• For person  who wants access to chat and you haven't added them by email, and you have above permissions, you can look at all tickets/chats at https://one.dynatrace.com/hc/en-us/requests
• Open "Requests by environment" (only if you have above) then go to the chat 

Hope this all makes sense