This feature is essential for accurately tracking live-chat queries that require more time and need to be converted into ticket-email updates. Without it, our chat closure metrics won’t be accurate and will fall outside our SLA for live-chats. Also, because of this, unfortunately, we cannot fully utilize HelpDesk.
HubSpot, for instance, has the ability to close a chat while indicating that it was transferred to email. A similar functionality is needed in HelpDesk.
