Close a Chat and Keep the Ticket Open in Help Desk

What it is

Help desk users can now close a live chat while leaving the ticket open in help desk. This is in public beta for Service Hub Professional and Enterprise.

Why it matters

Tickets are not always resolved over a single chat. The rep may need to do more investigation, or the customer may have to leave before a resolution lands. Until now, the chat had to stay open, which made it look to the customer like the rep was still online and made it harder to start a fresh chat. Closing the chat while keeping the ticket open is a small fix to a gap that quietly eroded the support experience, and it lets the work continue without the conversation pretending to still be live.