Create a ticket from a chat

Where to start

• Create ticket in the conversation header, the button with the ticket icon. When the conversation is shown narrow, it sits in the More actions menu. The dialog starts with the messages since the chat was last resolved, last gave messages to a ticket or last got a reply from a ticket, and always with at least the customer's latest messages.
• Create ticket from this message: point at a message in the chat and click the ticket icon next to it. Only that message is picked at first.
• New ticket: the + button above the list in the Tickets and Created by me folders, the Create ticket button on the page of an empty ticket folder, or New ticket in the command bar (Cmd+K or Ctrl+K). Because a ticket belongs to a chat, you pick the chat first. The list shows up to 20 chats, the most recent first, and you can search by customer, message or #number. The chat then opens with Create ticket ready.
• Create an open ticket for a team, in the dialog that Resolve opens, leads with Next to the same dialog and resolves the chat once the ticket exists. See Resolve a chat with or without a ticket.

Step 1: pick the messages

The dialog lists the chat's messages in the order of the chat. Tick the ones the ticket is about. All picks every message shown, None clears the pick, and Load older messages brings earlier ones. Private notes can be picked too. A ticket takes at most 500 messages, and the dialog says so when you reach that. Nothing is sent to the customer. Click Next.

Step 2: what it is about and who works on it

• Title: what needs to be done, up to 200 characters. A ticket needs a title.
• Summary: what the team should know, for example the problem, what was tried and what is still open. Only your team sees it, and it shows at the top of the ticket.
• Draft with Copilot writes a title and a summary from the picked messages, and from nothing else. You can change both before you create the ticket. With many picked messages, Copilot may leave out the oldest ones, and the dialog tells you how many it used.
• Category: required when your workspace asks for a category on every new ticket. Archived categories are not offered.
• Priority: starts with your workspace's default priority for new tickets, if it has one. You can change it or pick None.
• Team and Assigned to: pick a team, a teammate or both. With a team picked, Assigned to lists that team's members and Anyone in followed by the team's name. A teammate gets the ticket right away, also when they are at their conversation limit. With Anyone in a team, the ticket waits in that team until someone takes it.

Click Create ticket. A message says Ticket #… created. with a link Open ticket, and you stay in the chat. When you started from New ticket, the new ticket opens right away instead. The chat stays as it was and shows a card for the new ticket that only your team sees. The teammate you picked gets a notification. When the ticket went to Anyone in a team, the members of that team get one.

Who can create tickets

Tickets come with Enterprise; an admin can switch them off under Settings > Tickets, and while they are off, nobody can create a ticket (see Ticket settings and categories). You need the right to manage conversations, which the standard Agent role has. In a custom role it is called Manage conversations (assign, resolve, reopen).

A ticket is always made from a chat, never from another ticket and never from a chat in spam. A chat that your plan keeps locked, because it came in over the monthly conversation limit or lies outside your plan's history window, cannot become a ticket either.

When it does not work

The dialog says what is wrong, for example:

• Pick a category. Your workspace needs one for every ticket. Pick a category in step 2.
• This category is no longer available. Pick another one. Someone archived or deleted it in the meantime.
• A team no longer exists, or a teammate cannot take tickets right now. Pick another team or person.
• Some picked messages are no longer in this conversation. Check your pick and try again.
• Tickets are switched off in this workspace. Tickets come with Enterprise; an admin can switch them off under Settings > Tickets, and on again there.
• Your current plan does not include tickets. Tickets need Enterprise.
• Your plan keeps this conversation locked, so no ticket can be made from it.
• You do not have permission to create tickets. Ask an administrator about your role.

Frequently asked questions

Does the customer notice that I created a ticket?

No. Creating a ticket sends nothing to the customer. The card in the chat, the summary and the comments are for your team only.

Do I have to pick messages?

No. You can go on to step 2 with nothing picked. The ticket then says No messages were picked for this ticket. in place of the picked messages.

Can I create several tickets from one chat?

Yes. Each ticket keeps its own messages, and the chat shows a card for each. The next time you open Create ticket in that chat, it starts after the messages a ticket already took.

Why can't I click Draft with Copilot?

Pick at least one message in step 1 first. The button only shows when Copilot is allowed for you and your role has Summarize conversations with Copilot. Picked messages without any text give Copilot nothing to draft from.

Does Draft with Copilot use AI conversations?

Yes, like any Copilot answer. A conversation counts as one AI conversation once per calendar month, the first time Copilot or Fynn works on it or a voice message in it is transcribed. More use in the same conversation that month costs nothing extra. See Copilot in conversations.

I clicked Create ticket twice. Do I now have two tickets?

No. One opening of the dialog creates one ticket, also when you click twice or try again after an error.

Does round robin assign new tickets?

No. A ticket goes to the teammate you pick, or it waits in the team you pick until someone takes it. An automation rule for new tickets can still assign it to someone else.

The work has no customer, for example an outage. What do I create?

A tracker. New ticket offers No customer? Create a tracker instead to members who may create trackers. See Trackers: one problem, many customers.