Before you resolve any tickets, do ensure that you give a 24 hours' time frame to allow customer to respond back to you.
In order to resolve any chat, a ticket creation is required. Here are the steps the follow:
Step 1. Click on Resolve Button
Agent can proceed to click on the "Resolve" button on the top right hand order.
Step 2: Resolve and Create Ticket
If agent is able to obtain customer's email address, kindly input them accordingly. Otherwise, you may proceed to click on "Resolve and Create Ticket".
Step 3: Ticket is created!
Once resolved, a ticket will automatically be created and the ticket link will be reflected on the screen.
Step 4: Change of Ticket Properties & Title
Once you are on the ticket at Freshdesk, kindly update the ticket properties and title accordingly.
For unresponsive chats, you may select the following:
Status: Resolved
Issue Type: General
Sub-issue Type: Live Chat
Channel: Live Chat
Step 5: *Responding to customer
If the chat requires a follow up email to customer, you may then proceed to send the needed response as per usual.