Once you have helped the customer, the ticket is complete. You will want to close the conversation. By ending the chat, the conversation is removed from your Current Chats list.

Click the End Chat button either in the Current Chat list options (on the left) or the right side chat window.

Once you click End Chat, a new window will pop up with a few options to close the conversation. Your settings and configurations will determine the options that you see or are required.

• Create External ticket - If you use integrations with 3rd party systems such as Zendesk, Salesforce, or Intercom, you can manually create a ticket from this conversation. Select the integration or select "Yes" in the Create External Ticket drop-down list. After clicking "End," you may see a form to fill out the details of the new ticket.
• New ticket status - By default, we will also close the underlying Agent ticket when closing the conversation. However, if you manually set this field to "Open," when you click End, we will close the conversation but not the ticket. The ticket will stay in the Tickets list. To find out more about this, see Managing Tickets
• Tags - Tags can be associated with any conversation at any point or when closing the conversation. Assigning tags to conversations is useful for reporting, finding out top bugs and feature requests, and searching for conversations later. You can assign multiple tags to a single conversation, but all tags must be predefined in ‣ settings. This field can be made required or optional in Agent's ‣ settings.
• Ticket comments - Comments are private messages added to the conversation. The customer will never see these comments. This is a good place to put notes about the resolution or next steps. Ticket comments can be made required or optional in Agent's ‣ settings.