When you end a Live Chat it will save the Chat as a Ticket.

The status of the Ticket will change from Live to Awaiting Agent and you will find the Ticket on My Tickets queue, as this will be part of your Ticket list, you will be able to interact with this Ticket as you would any other Ticket on your helpdesk.

Having the Chat messages converted into one Ticket is helpful as it:

• Streamlines communication with the User as it reduces any confusion housing all the responses in one Ticket thread.

• Sets the status of the Chat Ticket as you would on a Ticket thread.

• Enables you to assign it to different departments and Agents which can speed up resolution time.