Close conversations without closing tickets in Help Desk
There are a huge number of scenarios where we could want to close a conversation in the Help Desk but not close the ticket. The prime example would be where we speak with a customer on chat but can't solve the problem there so need to follow-up by email.
We'd like to be able to close the chat conversation but keep the ticket open, so we can start a new email conversation with the customer when we've got the answers
in conversation inbox it was a function that was close the conversation without changing status on the ticket. that function is very much missed in the help desk
in the assigned to me view there will be tickets that should be in an open state but maybe not needs to be in this view because the ticket workflow last for for example 30-90 days and we do not expect to talk to the customer before we for example get a task from the workflow. we should then be able to remove that from the assigned to me view since it takes away attention from other tickets that need follow up now
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.
Same here. We want to use HelpDesk, but this issue makes it impossible. Closing chats without closing tickets breaks our metrics and chat reports, and prevents CSAT surveys from being sent at the right time.
