After a chat has ended, users can view previous conversations in their chat window, which leads them to think they can continue conversations as part of the same ticket.

It creates new support tickets every time they reach out after an ended chat, even if the topic of conversation is related.

See images below.

This creates a confusing message trail, as we constantly have to merge multiple duplicate tickets. We’d like the option for the end user to create brand new chats with links to previous tickets that both the user and the support can see and reference to without cluttering or confusing the end user.