How asynchronous chat and tickets complement each other

Marta Kuzma
7 min read
updated: Jun 1, 2023

Customers want to contact companies around the clock. They decide what moment suits them best. When 24/7 customer support is not an option, a seamless way to connect after hours will do the job. That’s where asynchronous communication comes in.

Switch your chat widget availability to Always to keep conversations with customers in the Chats section of the LiveChat Agent App. Save the ticketing system for more complex cases to optimize your team’s workflow.

The benefits of enabling asynchronous communicationLink icon

1. Better user experienceLink icon

Customers can contact you when there are no agents available. They can type straight in the chat widget, having the same user experience they would have if the chat widget was online.

2. More chances that customers will reach outLink icon

Asynchronous communication gives visitors the freedom to choose what information and data they share, and when. This is one of the reasons customers choose chatting over other forms of contact.

With the lack of complicated contact forms, more visitors will feel encouraged to reach out when you’re away. This means you’re not missing out on potential customers, and your existing customers don’t leave your website unsatisfied.

3. The whole conversation in the chat historyLink icon

When you reply, customers get notified via email. They can reply from their email box or get back to the chat widget, and see whether agents are back online. The whole conversation stays in the chat history, for both you and the customer.

4. Everything in one place in Agent AppLink icon

All the chats that came when you were away will be waiting in the new Unassigned chats section in Agent App. When you’re back, you can reply in your own time, without going through the process of changing tickets’ statuses and jumping between different sections in LiveChat.

5. Reconnect from ArchivesLink icon

With asynchronous communication, you can reply to chats from Archives. And not only the chats that started when you were offline, but all the chats.

If the internet goes down during a conversation, you can quickly reopen the chat from Archives and carry on. No need to wait for the visitor to get back to you.

You can also reconnect with customers to let them know about products being back in stock, ask post-purchase questions, or offer products similar to the ones they bought before. The possibilities are endless.

Learn more about asynchronous communication here.

How HelpDesk tickets fit inLink icon

The HelpDesk ticketing system is a great way to handle more complex cases. However, without asynchronous chat, your Tickets section could fill up with simple questions and queries your customers left when you were offline. Now, you can easily handle these in the Chats section, and make the most of the ticketing system and its strengths.

1. Create tickets for complex queriesLink icon

In the Agent App, you can still create tickets either straight from a chat conversation or in the Tickets section. It’s worth doing when dealing with complicated queries that require different departments or employees that are not available right away. You don’t need to keep your customers on hold. Create a ticket and get back to them when you have your response.

2. Manage your workflow more easily with ticket statusesLink icon

When you handle complex cases, ticket statuses come in handy. Easily keep track of the whole process, seeing which tickets are still waiting for your response and which ones are awaiting a response from customers. Then mark tickets as solved when everything is done. Nothing gets lost when solving a ticket requires some back and forth.

3. Handle support emails in one place in LiveChatLink icon

Some customers will still prefer to contact you via email. In that case, you can automatically forward emails from chosen email boxes to HelpDesk, and keep all support communication in one place. Learn how to do it here.

Learn more about HelpDesk tickets here.

The chat widget when you’re awayLink icon

Now, let’s take a look at how the chat widget works when you’re offline. This depends on your settings, so we’ll look at a few different configurations.

Option 1: the chat widget is always onlineLink icon

When the chat widget availability is set to always, customers can message you in the chat widget, as they would do if your team was online. You can handle all the chats from the Chats section in Agent App, and there’s no need to jump between different tabs.

The appearance of the chat window depends on whether you’re using pre-chat surveys or not.

Pre-chat survey is offLink icon

Customers can start writing straight away. They’ll see a bar with a message saying that you will reply when you’re back online. You can set this up in Settings > Chat widget > Language > Offline info. If you don’t have their email address, they will be asked to provide it if they want to get an email notification about your response.

Chat widget with Messaging Mode on, pre-chat survey off

Pre-chat survey is onLink icon

If you’re using pre-chat surveys, the visitor will be asked to fill one out before they start a chat. Notifications about your response will go to the provided email address.

Chat widget with Messaging Mode on, pre-chat survey on

Option 2: the chat widget is only available when agents are onlineLink icon

Ticket form is onLink icon

If you’re not using asynchronous chat, you can decide to show a ticket form in the chat widget. To do so, go to Settings > Chat surveys & forms > Ticket form. Here you can configure the form by adding and editing the fields you need. All the messages left by customers via a ticket form will be stored in the Tickets section.

Chat widget with Messaging Mode off, ticket form on

Ticket form is offLink icon

It’s your choice whether to let customers message you when your team is offline. If you disable ticket forms, the minimized chat widget will not show up at all, unless you enabled customers to see their chat history. In this case, the minimized chat widget will be visible, and the maximized chat widget will show the offline message. You can set this up in Settings > Chat widget > Language > Offline info.

Chat widget with Messaging Mode off, ticket form off

NotificationsLink icon

Asynchronous chatLink icon

To make sure your inbox doesn’t burn, we’ll send only one email notification about the first message that comes when you’re away. This notification will be sent to all agents in the relevant group. Until an agent logs in to LiveChat and responds to all the Unassigned chats, no more notifications will be sent. When the Unassigned chats section is empty again, and no agents are online, the new incoming message will trigger another notification.

To keep track of all the messages coming when you’re away, install LiveChat Lite for Android or iOS, and reply straight from your phone.
To keep track of all the messages coming when you’re away, install LiveChat Lite for Android or iOS, and reply straight from your phone.

TicketsLink icon

Agents can set up email notifications about incoming tickets in the Team section in Agent App. To do so, find an agent on the list, click on the Edit button (pencil icon in the top right corner), tick the New Ticket emails option in the Mailing section, and save changes.

Test and optimizeLink icon

The best way to choose what works best for you is to experiment. See how different options affect your support, sales, and marketing, and choose the most convenient and effective setup for your business.

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