When converting a chat into a ticket, we can configure the ticket to send an automated message to the customer as part of the workflow. While this is useful in many cases, there are situations where we may want to create the ticket without sending that automated message.
It would be very helpful to have an option to override or suppress the automated message at the moment of conversion, without needing to disable the workflow entirely.
Why this is needed:
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Some chats are converted into tickets for internal tracking or escalation, but do not require immediate customer communication.
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In certain cases, the automated message can be confusing or premature, especially if the ticket is still being reviewed internally.
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Disabling the workflow altogether is not practical, as the automated message is still needed in most scenarios.
Suggested solutions:
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A checkbox when converting a chat to a ticket (e.g. “Do not send automated message”)
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A per-conversion override option, even when a workflow is active
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Workflow logic that allows the automated message to be skipped based on conditions or agent choice
This would give support teams more flexibility while preserving the benefits of automated workflows.