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Create ticket lets the agent open a support ticket when the conversation needs a human follow-up that is not an immediate live transfer.

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Prerequisites

  • Permission to edit the workflow
  • Staff who can work tickets in the project

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Enable

1

Open Tools

Open the workflow, select an Agent, Supervisor, or Task, then open Tools.
2

Turn it on

Under Support, enable Create ticket. Choose Botcadence Ticket Service or an active Freshdesk, Intercom, or Zendesk connection when prompted. The selected ticket service is shared with Get ticket status.
In a test chat, ask for a follow-up. A ticket appears in the selected service for staff to work.

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In the conversation

The agent collects what staff need and creates the ticket. For an immediate live human, use Transfer or Escalate to on-call instead.