Create ticket

Generate an issue-tracking case for an audience member.

Action — Generates a ticket in Proto and optionally sends an email. See Tickets for how tickets work.

What it does

Opens a trackable support ticket from a chat and can send an initial email to the person and the assignee.

Any custom field values already set on the chat are copied to the new ticket automatically. If a field is also set below in Custom fields, that value overrides the copied one. See Tickets → Create a ticket.

When to use it

To log an issue or request that needs follow-up by email after the conversation ends.

Settings

Setting	Description
Auto-apply tags	Tags and tag groups assigned to the ticket on creation. Tags must first be created in Tags settings.
Assignee	The live agent or team the ticket is initially assigned to.
Email sender	The sending email domain. Must first be configured in Email domains settings.
Subject	The email thread subject line. Accepts chat variables in curly brackets, e.g. {full_name}.
Description	The ticket's internal description. Accepts chat variables in curly brackets.
Full name / Email / Phone number	Recipient details. All accept chat variables in curly brackets.
Email template	Sends initial email content from a pre-built template. Configure separately for the person and the assignee. Optional.
Custom fields	Any custom fields configured for conversations can be pre-filled here — these are the same fields used on livechats, and take priority over any value copied automatically from the source chat.

Press Save to confirm edits.

Example

Ask survey → {financial_institution}, {date}
LLM processing → {complaint_details}
└─ Create ticket
   • Subject:      "Complaint about {financial_institution}"
   • Description:  {complaint_details}

Related

Ask surveyLive agent handoff