Hello, community. As far as I know, the Intercom supports only dialogue-like communications with the users. Some support team members even told me smth like "we don't believe in off-line tickets".

However, in some situations, the only way to resolve the case properly is to move it from the "on-line chat" field into the off-line. So the whole resolution process would be not as messy as chat can be due to the user's approach to the on-line conversations.

What would be the best way to create an option to move the situation to the offline field?

Perhaps the intercom has some internal solutions or the community could recommend some additional solution that would integrate with the intercom?

Some points that are important

- the ticked is linked to the user in the intercom (agent can reach the ticked from the intercom and vice versa)

- The answer to the ticked can be performed not from a single agent, but from the Tech Team, Financial Team etc

- Tickets should have auto-responses (inform users that the ticked N is created, the time of response etc).

Thank you for all your advices