When you click Resolve and Create Ticket in Freshdesk, a pop-up box appears.



The ticket fields are auto populated based on your configuration

You can save the conversation as a new ticket or append it to an existing ticket.


Note:

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 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.


The converted ticket will stay open where your team members can then follow up and resolve the tickets in Freshdesk.