When a conversation needs follow-up, turn it into a ticket without leaving the inbox. The chat stays where it is, and the new ticket links back to it.
Convert it
Open the chat in the inbox, or hover its card in the chat list.
Click the convert to ticket action.
Pick an Assignee (required). The Subject is pre-filled from the chat and the Description from its summary. Adjust the Priority if you want.
Click Create ticket.
What carries over
The customer and the channel the chat came in on.
The conversation, shown in the ticket timeline so you have the full history.
The team the chat was routed to, if any.
Converted tickets are always a Customer issue in the Support request category; you cannot change those two on convert. Each chat can become one ticket. If it already has one, the action changes to View ticket.
Where it lands
Mando opens the new ticket. It appears on the board as Open, and back in the inbox the chat now shows a link to its ticket. From the ticket you can reply to the customer on their original channel.