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You can convert Freshdesk Messaging conversations into support tickets on Freshdesk Support Desk and Freshservice. You can also share FAQs from Freshdesk in your conversations.
To do this, you must have integrated Freshdesk Messaging with Freshdesk Support Desk or Freshservice.
When you click Resolve and Create Ticket a pop-up box with auto populated ticket fields will appear based on your configuration.
You can save the conversation as a new ticket or append it to an existing ticket.
Note: You can also convert an incoming conversation into leads in Freshsales by enabling Freshchat-Freshsales integration.
At present, there is no option for automatic conversion of chats into tickets. Only when you resolve a conversation you can choose to convert it into a Freshdesk Support Desk or Freshservice ticket. However, it is part of our roadmap and would be supported in the future.
For offline scenarios, you could use Bots to collect user information when a customer contacts you outside business hours. Agents could follow up via email once they are available.
Alternatively, you can also do a bulk engagement with your out of office messages and resolve them in one go. Select multiple conversations and click Resolve to push them all as tickets into Freshdesk Support Desk.