Open a ticket

Open a ticket when a customer's problem needs follow-up beyond the conversation. You can do it yourself from the thread or have a bot or Journey open one.

Create one from a conversation

1. Open the conversation in the Inbox.
2. In the panel beside the thread, choose Actions → Create Ticket.
3. Enter a subject, or leave it blank to use one based on the customer's name.
4. Choose Low, Medium, High or Urgent priority. Medium is selected at first.
5. Choose Create. Select View in the confirmation to open the Tickets tab.

You can also ask Qyra to raise a ticket while a conversation is open, and it does the same thing.

Open tickets from a handover or automation

• On handover: Turn on Open a ticket on handoff in Bots → Workspace settings. A ticket opens when Qyra or a bot hands an issue to your team. If the handover names a teammate, the ticket is assigned to them
• In a bot: Add a Create Support Ticket step and choose its subject, description, category and priority
• In a Journey or operations automation: Add Create Support Ticket at the point where follow-up is needed

An issue handed to your team still appears under Team escalations on the Inbox Overview when no ticket opens.

When a ticket is already open

If the conversation already has a ticket that's Open, In progress or Waiting on customer, trying to open another brings back the existing ticket.

Once that ticket is Resolved or Closed, you can open a new one from the same conversation.

Categories

A bot or automation can use only the categories listed under Bots → Workspace settings → Support categories. Enter the categories there, separated by commas, before choosing one in the ticket step.

Related

• About support tickets
• Work a ticket
• Why a ticket didn't appear or move
• About work that needs your team