I like how the ticket creation is separated for Chats and Offline messages. Similarly, if we can also split Served Chats and Missed Chats, that would be awesome. As of now, we do not work on the tickets created for missed chats. We run a trigger in Zendesk Support to close those tickets as soon as they are generated. However, it just adds junk tickets everywhere.
Also, we use public transcript for our tickets, so when the customer replies to the tickets created for missed chats, it reopens them or creates a new ticket (as they are closed by the trigger). We don't want to switch to private transcript for this reason. So basically we don't want to create tickets for missed chats and offline messages. We want to create tickets only for served chats. Hope that makes sense for the Product Managers!
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