Create Ticket

Generate an issue-tracking case for an audience member.

See Tickets for details on how they work.

The Create Ticket action generates a ticket for the person in the chat and can send a first email.

---

Select a Create Ticket action from the tree to open its settings:

• Auto-apply tags — the tags and groups assigned to the ticket.

• Assignee — the live rep the ticket will be initially assigned to.

• Email sender — an email sender, configured in Email Domains.

• Subject — the new email thread's subject line. Accepts chat variables.

• Description — the ticket's internal description.

• Full name — the name of the recipient. Accepts chat variables.

• Email — the valid email address of the recipient. Accepts chat variables.

• Phone number — the phone number of the recipient. Accepts chat variables.

• Email template — optionally send initial email content from a template:

  • Will be sent to the person — select which template is sent to the person.

  • Will be sent to the assignee — select which template is sent to the assignee.

• Custom fields — any custom fields for tickets can be added and their values filled in.

Press Save to confirm edits.