Converting Chats to Tickets is no longer working

Converting Chats to Tickets is no longer working

The option to add a chat as a ticket was a really nice way to create a ticket based on a support chat.    This feature is no longer working in our account.    When we click the link, we get an error 'Unable to convert chat to ticket".    I previously worked with someone on this issue and he told me that it was because we had two portals set up for chat.    That setup is correct however - we have a chat for our sales team and one for our support and it's the support chat where we can create a new ticket.     Some assistance would be appreciated.  Thanks.