Surprisingly, the current iteration of Zia will try to answer a question and unless you have "transfer to SalesIQ chat" enabled, it won't create a ticket for the user or offer them a method to create a ticket. We don't want it to create chats for us, we like to answer via email ticket we agents can process things better. 

What should happen is:

User asks a question to bot. If it cannot answer it, it asks if they'd like to make a ticket.