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.