Just yesterday (a busy day, but not super unusual for us) we handled about 800 chats as a team.  All of those chats were automatically converted to tickets, so at the end of an exhausting day, we all had to go back in and close those tickets.  This is true every day.  That added work at the end of the day seems unnecessary.   Not to mention, it's possible we missed some legitimate ticket creation through other channels because we were just closing these chat tickets in rapid fashion.

What we would prefer, and think makes more sense, would be to have some way of escalating a chat to a ticket when that is actually necessary (rare), assigning the proper agent at that time.  

I looked through our account for a way to turn off this automatic ticket assignment, and change the behavior to manual escalation to a ticket, with agent assignment included?