Create Ticket
There are two ways to create a ticket: from a Conversation, which lets you create one quickly right from the chat, or from the Board, which gives you a more structured way to manage tickets.
#1 From a conversation: Quick Create
How to create a ticket with Quick Create:
Open the conversation
Open the conversation you're working on.
Click the Create Ticket tab
On the right, find and click the Create Ticket tab.
Create template button
If you don't have a template yet, you'll see a create template button.
Clicking it takes you to the template page so you can create one.
Fill in the fields
Template:
The default template is selected automatically and shown in a dropdown.
To change it, click the dropdown and choose another template.
Ticket title:
The title is filled in automatically as "customer name - template name".
For example, if the customer is Hamzah and you're using the Order template, the title will be "Hamzah - Order".
Description:
This field is optional.
Other fields:
The fields shown depend on the template you're using.
Add products
Product field:
This field only appears once you've added at least one product in the Product feature.
The dropdown lists the products you've created.
Once you choose a product, Price and Quantity fields appear.
Price: you can change it. If it differs from the price set in the Product feature, the original is shown crossed out.
Quantity: set to 1 by default.
Adding more products:
Click Add Product to add another product.
Order Summary:
Once you've chosen products, an order summary appears with the product names, quantities, any price-type fields from the template, and the grand total.
See more details
Click View More to see other details you can change on the ticket.
Additional details:
Status: defaults to the leftmost status on your kanban board.
Priority: low, medium, high or urgent. Defaults to medium.
Assign To: the human agent assigned to the ticket (optional).
Attachment: optional.
Use Fill by AI
You can skip the manual steps above with Fill by AI.
The AI fills in every field using information from the conversation.
Reset everything
If you need to, click the trash icon to clear everything you've entered.
Click Create
Once everything's filled in and looks right, click Create.
Ticket preview
A preview of your new ticket appears at the bottom of the quick create panel in that conversation.
You can also see the ticket on the board through the View Ticket tab.
#2 From the Ticket Board
How to create a ticket from the board:
Open the Ticket tab
Click the Ticket tab in the left navbar. You'll see a few options: View Ticket, Template and Product. Choose View Ticket.
Click Create Ticket
On the View Ticket page, click Create Ticket.
Fill in the fields on the left
Template:
Filled in with your default template, but you can change it if you need to.
Ticket title:
Required.
Description:
Optional.
Other fields:
The fields shown depend on the template you're using.
Fill in the fields on the right
Status:
Defaults to the leftmost status on your kanban board.
Priority:
Low, medium, high or urgent. Defaults to medium.
Link Conversation:
Click and choose which chat to link. You can search to find the one you want.
Product:
Click + Product and choose the product you want to add.
Once it's added, you can change the Price and Quantity.
To remove a product, click the X next to it.
Attachment:
Drag and drop a file, or browse to choose one from your device.
Click Create
Once everything's filled in, click Create to save the ticket.
Your ticket appears on the board
Once it's created, the ticket shows up on your board, where you can manage it and track its status.