Resolve a chat with or without a ticket

Where to find it

Open a chat that is open or pending and click Resolve in the header, or pick Resolved in the status menu. The dialog Resolve chat lists the options, each with a line on what it does. One is picked already: Without a ticket, or Keep as a resolved ticket in an inbox that files every resolve as a ticket, which does not offer Without a ticket. Pick another with a click or the arrow keys, then click Resolve chat or press Enter. With Create an open ticket for a team the button reads Next. Cancel or Escape leaves the chat as it is. After Without a ticket the conversation list opens, with a message such as Conversation #93 resolved and Reopen to take it back.

You get the dialog when your workspace uses tickets and your role has Manage conversations (assign, resolve, reopen). Tickets come with Enterprise; an admin can switch them off under Settings > Tickets. A role whose Which conversations they see is Only assigned to them gets it only on conversations assigned to it. Without tickets, Resolve resolves at once. On a ticket it asks something else, see the last question below. On a tracker with linked chats or tickets, the arrow next to Resolve offers Resolve with all linked, see Update every affected customer at once.

Send and resolve and the Resolve button for several selected conversations resolve without the dialog.

Keep as a resolved ticket

Deskwoot resolves the chat, then files this round of the conversation as a ticket that is resolved from the start. The round is everything written since the last resolve (or since the last filed ticket) up to this resolve: the customer's messages, your replies and private notes, and the bot's answers once the customer wrote. Automatic messages that Deskwoot sends on its own, such as the auto resolve message or an out of office reply, stay out.

• Who has it: you. It keeps the chat's team.
• Category: the chat's category, if it has one.
• Priority: the chat's priority, or the Default priority from Settings > Tickets.
• Title: the subject of an email, otherwise the start of the customer's first message. You can rename the ticket later.

Nobody gets a notification, because the work is done. The conversation list opens with a message like Resolved and filed as Ticket #12. and an Open ticket link, and the chat's timeline shows a card such as "Ann filed Ticket #12" that only your team sees.

If the customer wrote nothing new since the last resolve or filed ticket, the chat is still resolved, but no ticket is filed, and Deskwoot tells you so. A follow up from your side, a note or an automatic message alone does not count as something new.

Create an open ticket for a team

Next opens the ticket dialog under the name Create an open ticket for a team. It has the same two steps as Create ticket: pick the messages the ticket is about (nothing is sent to the customer), then add a title, an internal summary, a category and a team or teammate. The dialog says Once the ticket is created, this conversation is resolved. Click Create and resolve.

The new ticket stays open for whoever you gave it to, and the chat is resolved. The conversation list opens with a message such as Ticket #12 created and the conversation resolved. and an Open ticket link. If the inbox sends satisfaction surveys, the chat's survey waits until that ticket is resolved. More on the dialog in Create a ticket from a chat.

Send and keep as a resolved ticket

You can do the same while you answer. Click the arrow next to Send (More send options) and pick Send and keep as a resolved ticket. Your reply goes out first, then the chat is resolved and kept as a resolved ticket, your reply included. If something goes wrong after the reply went out, your reply stays sent, and a message tells you whether the chat was resolved and the ticket filed.

When every ticket needs a category

If Require a category on new tickets is on under Settings > Tickets and the chat has no category (or only an archived one), a small Keep as a resolved ticket window asks for one first. It comes before anything is sent or resolved, so Cancel leaves your reply and the chat as they are. Then click Resolve chat or Send. Archived categories are not offered.

File every resolve on its own

An inbox can file each finished round for you. Go to Settings > Inboxes, open the inbox, stay on the General tab and switch on File every resolved interaction as a ticket in the Tickets card. The card shows while tickets are on, the switch is off until you turn it on, and changing it needs Manage inboxes.

From then on, every resolve of a conversation in that inbox files the messages since its last resolve as a resolved ticket: a resolve by a person, a macro, an automation rule, inactivity or the customer. Nothing is filed when the customer wrote nothing new. Nobody is asked anything, so a required category does not hold the ticket up: it takes the chat's category, or none. The ticket goes to whoever had the chat, otherwise to the person who resolved it.

In such an inbox, Without a ticket is not offered, and Keep as a resolved ticket is picked already. It resolves the chat, and the inbox files the round as described above, so no category is asked. Create an open ticket for a team still makes its open ticket, and the resolve files the round as its own resolved ticket next to it.

On an email inbox the same card also has Open new emails as tickets. It opens a ticket for every new email right away, instead of filing a round when the chat is resolved. With both switched on, such an email files no second ticket when its conversation is resolved. See Tickets.

A Copilot summary of each resolve

Under Settings > Conversation Workflows, the switch Summarize resolved conversations lets Copilot sum up what the customer needed and what was done, every time a conversation is resolved. The summary goes into the ticket filed for it, as the ticket's summary when it has none yet. Without a filed ticket it becomes a private note in the conversation, marked Copilot summary. This works with or without tickets.

It uses your AI conversations: each conversation counts once a month, as with any Copilot use. Copilot writes nothing when the customer wrote nothing new since the last resolve, when several conversations are resolved at once from the list, when a tracker resolves its linked chats, or when Copilot is off for the whole team. The switch is off until someone turns it on, and the page needs Manage account settings.

Filed tickets in Reports

A filed ticket begins just before the customer's first message of its round and is resolved at the moment the chat was resolved, so its resolution time is the time that round took. In Reports, switch the filter row from All to Tickets to look at them on their own. This matters for group chats: their conversation goes on for months, so Reports give it no resolution time, while each filed ticket of the group has one. See Reports.

Frequently asked questions

What is the difference between a resolved and an open ticket?

Keep as a resolved ticket keeps a finished round of the chat as a ticket that is resolved already. It is a record for later and for Reports, and nobody has to work on it. Create an open ticket for a team opens a new ticket for work that still has to happen, for example a refund your billing team checks. That ticket stays open until someone resolves it.

Why was no ticket filed?

The customer wrote nothing new since the chat was last resolved or filed. The chat is resolved anyway, and Deskwoot says that no ticket was filed. Your own follow up, a note or an automatic message alone is not enough for a new ticket.

Does the customer see that I filed a ticket?

No. The ticket and its card in the chat are only for your team. For the customer it is a resolve like any other.

Can I resolve without the dialog?

A click on Resolve and then Enter is enough: the option picked already is what the inbox does anyway. Send and resolve and the Resolve button for several selected conversations resolve without it, and people who cannot create tickets never see it.

Who gets the filed ticket, and is anyone notified?

When you pick Keep as a resolved ticket, the ticket is yours. In an inbox that files every resolve, the inbox files it as it does for every resolve there, and it goes to whoever had the chat, or to the person who resolved it. In both cases it keeps the chat's team, and nobody gets a notification, because the ticket is resolved already.

Will resolving old imported conversations create lots of tickets?

No. Messages brought in by an import never go into a filed ticket, so resolving imported history files nothing. Once the customer writes again in Deskwoot, the new messages count like any others.

What happens to the satisfaction survey?

With Keep as a resolved ticket, the survey works as with Without a ticket. With Create an open ticket for a team, it waits while the new ticket is open and goes out when it is resolved. See CSAT surveys and results.

Does Resolve ask this on a ticket too?

On a ticket whose chat can take a reply, Resolve asks something else: reply to the customer, hand the ticket back to the person who created it, or resolve without a reply. It asks only when at least two of these are on offer, otherwise it resolves at once. See Reply to the customer from a ticket.