You can enable the support ticket module on demand for any collection. Once enabled, users can create support tickets from the chat widget in two ways:
- Whenever the agent answers a question, it prompts the user to confirm whether the query is resolved. If they choose no, it shows a form asking for the title, description, and email address so it can create a support ticket.
- The widget also shows the support ticket creation form whenever it has no answer from the knowledge base. It autofills the title and description, and the user only needs to enter an email address to create the ticket.
Once a support ticket is created, you can manage it from the Tickets page in the dashboard. Users receive updates, such as new messages and resolutions, by email. Each ticket can be accessed only from a unique link sent to the user, so it stays secure.