Tickets look the same regardless of the communication channel, i.e. Chat, E-mail, Voice, Feedback Forms, Twitter, Facebook messages and others. Follow your customer through different channels but always stay in the same hybrid Ticket. Have all the important information about your customers and their issue available.
Visitor started chatting with available Agent.
Visitor closed the chat.
Agent is sending an email to the visitor.
Email was sent from the same Ticket.
Although the communication with Customer went through two different channels (chat and email) it still stays in the same hybrid Ticket under one ticket ID.
Customers and Agents can continue the conversation in the same Ticket via: