What is it?

Help desk users can now close a live chat while leaving the ticket open in help desk.

Why does it matter?

Not having the ability to close a chat but keep the ticket open has been a frustrating gap that impacts support teams' ability to deliver seamless, efficient support. Tickets aren't always resolved over the course of one single chat conversation; the support rep may need to do further investigation, or the customer may need to leave before they find a resolution. If the chat stays open, it may appear to customers that the rep is still online and make it harder to open a separate chat.

With this update, support reps can clearly indicate to the customer that the chat conversation has ended, making it easier for the rep to follow up later and easier for the customer to start a new chat if necessary.

How does it work?

• Click the "end chat" button on the reply editor in help desk
• This will end the chat, and the website visitor will see a message that their chat has been ended.
• In help desk, the support rep will be automatically switched to the email channel and the "end chat" button will be removed.
• It is not possible to re-open a chat
• If there is no contact associated to the ticket yet, the user will be prompted to add an email or confirm that they'd like to end the chat without one.

Who gets it?

Service Hub Professional, Service Hub Enterprise