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also it should save the chat transcript automatically (or at least be a setting) when a ticket is created from a chat. Otherwise, when you come back later you forget what the original question was.

another issue on this. (not only that the original offline message is open and we have to manually close it). When we convert it to a ticket, the newly generated ticket is also with the status "OPEN", ideally it should have the status "PENDING" until the customer replies back

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How are there comments nearly 4 years old on this idea, when it says the idea is only 3 years old? Anyway, this should definitely be a thing. Offline messages should definitely be closed when you create a ticket from them.

Is there a simple way to end a chat?

When there is missing chats, they are OPEN, but visitors left long ago.
We can reply by creating tickets. And we need to make those chats closed on ticket creation.

Thanks, admin for a reply . my question is, if it was done intentionally , you have to embed a number of a ticket to offline chat it still open, as a reference to agents, to avoid repetition.

Also, when sending your original reply to a chat-converted-to-a-ticket, add the "Send then Close" option that is available when replying to a reply.

You were wrong to decline this. We deal with chats that come in "after hours". There is no way the user can respond to the chat because they are long gone. Once we convert to a ticket we have to manually close the original conversation. But if the user replies to our reply, we get a button that allows us to "send and close".

It is further wrong-headed because you definitely don't want to leave the ticket in its original state. We always mark all of ours as closed because we don't know if the user is going to reply (the vast majority don't) and we don't want to turn ticket-state-management into a full-time job. But if you want to mark it as "answered" or whatever, you still would like to do that when you submit the original reply.

Furthermore, we have to also mark the original message as closed. So replying to an after-hours conversation is:

1) Convert to ticket and reply.
2) Close the original conversation.
3) Close the ticket (or mark it as some other status if that is your wish).

This should be:

1) Convert to ticket, thus closing the original chat.
2) Reply to the question. When pressing send, choose "send then close".

Yes, also it should save the chat transcript automatically (or at least be a setting) when a ticket is created from a chat. Otherwise, when you come back later you forget what the original question was.

Could save a lot of time of having to manually close each chat after converting it to a ticket. Thoughts?

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When all agents are offline and a user fills out the offline form, email notifications for both the offline form AND the chat transcript are sent. Since these are essentially the same thing, it's a bit superfluous.

Currently, when you convert a chat to a ticket, it doesn't actually "convert" the chat, it just creates a ticket based on the chat. This is inconvenient, because after you create the ticket and reply to it, the original chat remains in your messages list. Therefore, I'm requesting that after you convert a chat to a ticket, it either deletes the original chat or changes its status to closed.

I've noticed that when I'm offline and someone is sending me an offline message, the contact form doesn't clear the data after sending. So, if the person is clicking 10 times the send button, the message arrives 10 times...because the form wasn't cleared. Is there a way that this can be prevented? Thank you
P.S. Nice community, congrats :)

When all agents are offline, and the users sends an offline message, he gets a "your message has been sent", then it stays on the open chat window.
Almost all users then send their question a second time, resulting in duplication of their question. Reducing the chat window after the offline message has been sent would fix this issue.

on offline mode, after user leave a message and press send, it should default back to blank fields

currently when visitor send the offline message name, email message text box keep the text. It should be clear once message sent.