Configuring chat channels for advanced AI agents is no longer recommended.
Instead, consider configuring messaging channels or configuring email channels.
You can enable automatic ticket creation in Zendesk to meet your escalation needs. By enabling this, chats will turn into a ticket automatically after they ended.
This is useful if you want to make sure there's a record of all incoming chats. However, you should also have a good tagging system to manage the tickets in place.
To do so:
-
Go to Zendesk Chat >
Settings > Account
>
Zendesk Support (tab)
- Automatic ticket creation: set to Automatic
- Transcript visibility: set to Private
-
Ticket assignment:
set to Last agent
-
Click Save
To understand more about the settings, check out this Zendesk article on Configuring ticket creation options.