Under what category a ticket will fall, if it is raised inside working hours and all the agents are offline
Hey @Sangeetha_R It will go to Open Chat.
Open category is for outside working hours right?
When a live chat is incoming and there are no inbox agents available (inside or outside [working hours] to take this live chat, Open chats are created. Open chats will be automatically assigned to the agents when they log in or become available when Auto-assign tickets on [Offline handling setting] is enabled.