When creating a ticket for an offline message, automatically close the chat.
When you receive an offline message and you create a ticket, you have to close the offline chat yourself afterwards. It would be useful if this would happen automatically, so as soon as you create a ticket, the offline message will be shown as closed. This to avoid miscommunication, for example if someone on your team forgets to close the offline message and someone else creates another ticket for that same message.
To All Our Valued Users, Thank you for choosing tawk.to and for taking the time to share your ideas here. At this stage, all offline messages have to be set to Closed once the ticket is created. We've acknowledged your request and have forwarded it to the dev team. They will work with this suggestion and will add the feature in due course. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
Vageta San commented
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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
Cancel all registered
Md mahmudur rahman Shuvo commented
Robert Blackwell commented
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.
Jordan Ofri commented
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.
Abdou Elsayed commented
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.
Craig Rairdin commented
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.
Craig Rairdin commented
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".
Stan Thompson commented
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.
Joey Saha commented
Could save a lot of time of having to manually close each chat after converting it to a ticket. Thoughts?
Istiak Ferdous commented
Walter Lapchynski commented
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.
Brad Konia commented
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 :)
Olivier Guillion commented
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.