You can enable automatic ticket creation in Zendesk to meet your escalation needs. By enabling this, chats will turn into a ticket automatically after they ended.
This is useful if you want to make sure there's a record of all incoming chats. However, you should also have a good tagging system to manage the tickets in place.
To do so:
- Go to Zendesk Chat > Settings > Account > Zendesk Support (tab)
- Automatic ticket creation: set to Automatic
- Transcript visibility: set to Private
- Ticket assignment: set to Last agent
To understand more about the settings, check out this Zendesk article on Configuring ticket creation options.