If there isn't any agent available online, visitors can still submit a message that will be immediately converted in a ticket.
Chat option on the Feedback/Chat widget will be grayed out when agents are not available. In that case, users can choose the option Send a request to submit an offline message. The messages automatically gets converted into tickets with predefined ticket assignment rules.
Here is how the message box appears:
Customers submit the messages leaving their name, email address and query.