Once you have offered the right solutions to your customer conversation, you can mark the conversation as resolved. The customer can choose to respond and reopen the conversation or close the conversation and offer a CSAT response. All resolved conversations can be accessed from the Resolved Conversations view.

How to resolve a conversation?

  • Once you have responded satisfactorily to your customers, you can resolve the conversation by clicking the Resolve button on the top of the middle pane or with the Command ⌘ + Y (Mac) / Control + Y (Windows) shortcut.

Note: Using Auto-resolve feature, you can auto-resolve conversations on Freshchat when customers haven't respondded in a pre-defined amount of time. The auto-resolve function will not work if the agent sets the conversation as 'Do not auto resolve'.

How to resolve a conversation and create a ticket?

To convert a chat conversation as a ticket, 

  • Navigate to the Conversations/Team Inbox
  • Click on the conversation -> Click on the resolution dropdown
  • Resolve and create a ticket -> Fill in the required Ticket fields
  • Click Resolve and Create.

Additionally, there exists a ticket already generated for the same customer, you can choose to append the conversation to that ticket by selecting 'Append to an existing task or ticket'.

Resolving and creating a ticket on
Resolving and creating a ticket on

  • Once you've created the ticket from Freshchat, you can see the details on the sidebar. Agents can select the ticket from the sidebar or in the conversation. They will be redirected to the ticket on Freshdesk or Freshservice.

How to resolve multiple conversations at once?

You can select multiple conversations at once and resolve, reply to, or assign them to a group/team member. 

  • Hover your mouse near the conversations that need to be changed to see the checkbox
  • Check the boxes for all the conversations you want to update
  • Once you've selected the required conversations, you can choose to resolve, reply to, or assign them to a specific group or team member.