Hi Team,

Chat is an excellent addition to the tool. I have a few queries on the tool. Can you please help me with it.

• Can I select a default group, say helpdesk team to handle initial sessions.
• Close and Create request, will not override my existing business rules and close it.Right?
• After I complete a Chat on an existing Ticket, it gives me Close and Cancel . After I close, it doesn't get appended as a new conversation on the existing ticket. History tab says Chat was initiated and merged. But, don't see any other details, Am i missing anything?

Regards,

RKR