Convert chat to ticket

Same feature as Convert chat to ticket on the chat side — this article is the ticket-side perspective.

When tickets arrive from chats

The ticket inbox shows tickets from every source mixed together. A chat-to-ticket conversion creates a ticket with:

• source: 'chat' — flag visible in the source column of the inbox and in CSV exports.
• A green sidebar card on the ticket page: "Originated from chat → View full transcript", linking back to the original conversation.
• The full chat transcript copied into the ticket's description (timestamps + speaker names, internal notes filtered out).
• first_response_at carried over from the chat — so SLA timers don't reset on conversion.

Why convert

You'd convert when:

• The chat has reached a logical stopping point but the work continues offline.
• You need to hand off to a specialist who isn't online.
• The customer's question requires investigation that won't fit in real-time.
• You want a stable reference number you can give the customer.

What carries over

• Transcript — verbatim, in description.
• Visitor identity — name and email become the requester.
• Priority — set on the chat carries to the ticket.
• Conversation summary — if the chat had a summary at close, it's in the description too.

What doesn't carry over

• Internal notes from the chat — not copied. If you need to preserve agent-to-agent context, write a new internal note on the ticket.
• Rating — only the chat has ratings. The ticket doesn't inherit.

After conversion

The chat is closed. The chat sidebar swaps the "Convert" panel for a "View ticket TK-…" link. From either side you can read the original transcript or the ongoing ticket thread.