> ## Documentation Index
> Fetch the complete documentation index at: https://docs.botcadence.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create ticket

> Open a support ticket for staff to follow up later

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

## Prerequisites

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

## 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**.

> [!TIP]
>
> In a test chat, ask for a follow-up. A ticket appears in the selected service for staff to work.

## In the conversation

The agent collects what staff need and creates the ticket. For an immediate live human, use [Transfer](https://docs.botcadence.com/docs/build/workflows/transfer.md) or [Escalate to on-call](https://docs.botcadence.com/docs/build/workflows/tools/escalate-to-oncall.md) instead.


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