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Continue support with Convert to Ticket

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Use Convert to Ticket in HappyFox Messaging to continue support by email. It creates a new email ticket with the conversation transcript attached to the email.

Before you start

Check the contact's email address and outstanding request. You need Add related tickets permission; available follow-up categories depend on your category permissions. See permissions.

If the active interaction is finished, end the conversation as a separate step.

Create the email follow-up

  1. Open the conversation.
  2. Select Convert to Ticket in the header.
  3. Enter the email ticket's Subject and select its Category.
  4. Confirm the conversion.

Convert to Ticket control highlighted in the conversation header

Open the new email ticket, review its transcript, and continue the email exchange there.

A contact requesting another agent conversation through the widget starts a new conversation instead. See repeat requests after an ending.