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Recipe: Create Ticket

Use the Create Ticket workflow action to open a ticket from a conversation automatically, with optional AI subject and description grounded in the transcript.

What Create Ticket does

Create Ticket creates a ticket linked to the conversation so agents do not copy and paste details by hand. You can optionally let AI draft the subject and description from the room transcript, and add custom instructions to steer that output. You can also set priority on the action.

This is different from creating a ticket manually on a contact profile. For the manual path, see Create a Ticket.

When to use it

  • Turn closed conversations into tickets for follow-up work (billing, refunds, product bugs).

  • Create a ticket when wrap-up matches a rule (for example a specific disposition), without asking agents to retype the request.

  • Keep ticket text consistent and based on what was actually said in the conversation.

Before you begin

  • Know which trigger should create the ticket (most often When a chat room is closed).

  • Decide whether subject and description are fixed text, AI-generated from the transcript, or a mix.

  • If you only want tickets for some closes, plan a condition (channel, disposition, or other case-log fields your workspace supports).

Pattern A: create a ticket when a chat closes

  1. Go to Workflow and click New workflow.

  2. Name it, for example Create ticket on close.

  3. Trigger: When a chat room is closed.

  4. Conditions: optional (for example a channel, or a Case Log field such as disposition).

  5. Action: Create Ticket.

  6. Configure the action:

    • Set priority if you want a default other than your workspace default.

    • Optionally turn on AI-generated subject and/or AI-generated description from the transcript.

    • Optionally add custom instructions so the AI focuses on what your team needs (for example product name, order ID, or next step).

  7. Save and enable the workflow.

The new ticket stays linked back to the case so agents can jump between the conversation and the ticket.

Pattern B: ticket only for selected wrap-ups

Common pattern: create a ticket only when the case closes with a specific outcome (for example a disposition that means "needs engineering" or "needs back-office").

  1. Use the same close trigger as Pattern A.

  2. Add a condition on the Case Log field you care about (disposition, category, tags, type, or other case-log attributes available in the condition builder).

  3. Add Create Ticket with AI subject/description as needed.

  4. Save and enable.

If agents set disposition on the wrap-up form at close, test once end to end so the condition sees the final values you expect.

Pattern C: create a ticket on demand

  1. Create a When run manually (custom) workflow.

  2. Add Create Ticket with the AI and priority options you want.

  3. Save and keep the workflow active.

  4. Agents open a conversation, click Run workflow (⚡), and pick this workflow.

See also Manual Workflows Shortcut and One-click wrap-up.

Tips

  • Prefer AI subject/description when tickets should summarize the customer request; use custom instructions to keep output short and factual.

  • Ticket text is based on the conversation transcript, so thin or empty rooms produce thin tickets.

  • Chain related actions if you also need tags, notes, or an internal summary comment on the same close.

  • For manual ticket creation outside workflows, use Create a Ticket.

Related pages

  • Workflow Automation

  • Recipe: Auto Case Log

  • Recipe: AI conversation summary comment

  • Manual Workflows Shortcut

  • Create a Ticket

  • Changelog