You can convert Freshchat conversations into support tickets on Freshdesk and Freshservice. You can also share FAQs from Freshdesk in your conversations.


To do this, your Admin must have enabled Freshdesk/Freshservice integration with Freshchat.



When you click Resolve and Create Ticket (Freshdesk/Freshservice), a pop-up box appears. 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 or Freshservice ticket. However, it is part of our roadmap and would be supported in the future.


For offline scenarios, your Admin could configure Bots to collect user information when a customer contacts you outside business hours. As Agents you could follow up via email once you 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.