Escalating a chat to a ticket

When Mimir can't finish a chat, it creates a ticket instead of leaving the customer with nothing. The chat ends, and the conversation continues by email.

What happens

Mimir collects the customer's name and email address, then creates a new email conversation carrying the context from the chat. Any tags follow it across, and if the channel has confirmation emails enabled, the customer gets one.

Both conversations are linked, so you can move between them:

On the chat: Support ticket created from this chat → Open ticket

On the ticket: Created from a chat conversation → Open chat

If the same customer comes back in the same chat, the message is added to the existing ticket rather than creating another one.

The one thing that goes wrong

The customer typed their email address incorrectly.

The ticket is created against whatever address they gave. When you reply, there's no valid recipient, so the message fails and is shown in red in the conversation. Conversations with a failed outgoing message are tinted red in the list too.

If you see that on a ticket that came from chat, check the address first — it's the cause most of the time.

What you can do:

Open the chat transcript through the linked card and see whether the correct address appears anywhere in the conversation.

Check the customer sidebar for other addresses on record for the same person.

If the customer is still in chat, ask them to confirm it.

There's no way to reach someone whose only contact detail is wrong, so it's worth catching early — the customer is waiting for a reply that can't arrive.

Reducing how often it happens

Look at what's escalating. Filter to conversations with a Not solved outcome and read a few. Recurring questions that end in tickets are usually a missing note, a missing resource, or a skill that would answer the question outright.

Finding these later

A ticket from a chat arrives as a new email conversation with New status, and appears in your normal email views. Use the linked card to read the chat that preceded it before replying.