How to Create a Ticket?

Creating a ticket allows organizing a complex request that requires long-term resolution and coordination between operators. A ticket differs from a regular chat in that it has structured fields (priority, assignee, resolution status), supports SLA metrics, has watchers, and can be linked to other tickets.

When Needed

  • You need to create a new ticket for a complex request that requires long-term resolution.
  • You need to create a linked ticket from an existing chat without converting the chat itself.
  • You need to organize work on a problem that requires coordination between multiple operators.

What's Important to Know

  • Ticket — structured request with fields (priority, assignee, description, custom fields).
  • Linked ticket — ticket created from an existing chat that remains linked to the original chat.
  • Required fields — some fields (for example, priority) may be required for filling.
  • Custom fields — additional fields defined for the ticket topic.
  • Automatic assignment — if a ticket is created through a scenario with auto-distribution enabled (auto_assignee = true) and a specified topic (subject_alias), the system automatically assigns the ticket to an available operator with the corresponding skill group.
  • Light agents — users with limited permissions (light agent role) can leave internal notes instead of full messages in tickets. Internal notes are not visible to clients.

Prerequisites

  • You are logged in with operator or supervisor rights.
  • You have access to the OperatorLine module.

Step-by-Step Instructions

Option 1: Creating a New Ticket from Scratch

  1. In the OperatorLine module, click the "Create Request" button (usually in the upper part of the interface or in the chat list).
  2. In the menu that appears, select "Create Ticket".
  3. In the "Create Ticket" modal window, fill in fields:
    • "Client" — select a client from the list or find through search.
    • "Topic" — select request topic from the list.
    • "Priority" — select ticket priority (Low, Medium, High, Critical).
    • "Assignee" — select operator who will be responsible for the ticket (optional).
    • "Description" — enter description of the problem or request.
    • Custom fields — if there are custom fields for the selected topic, fill them in.
    • "Watchers" — add watchers who will receive notifications about ticket changes (optional).
  4. Check all filled fields.
  5. Click the "Create" or "Save" button.
  6. If there are validation errors (for example, required field not filled), fix them and try again.

Option 2: Creating a Linked Ticket from Chat

  1. Open the chat from which you need to create a ticket.
  2. In the active chat menu (three dots or menu icon), select "Create Ticket".
  3. In the "Create Ticket" modal window, the "Client" and "Topic" fields will be automatically filled based on chat data.
  4. Fill in other fields:
    • "Priority" — select ticket priority.
    • "Assignee" — select operator (optional).
    • "Description" — enter or edit description (may be automatically filled from chat messages).
    • Custom fields — fill in if needed.
    • "Watchers" — add watchers (optional).
  5. Click the "Create" or "Save" button.
  6. A new ticket will be created and linked to the current chat.

What Happens After

The ticket is created and added to the system:

  • The ticket appears in the chat list with a "Ticket" type indicator.
  • If an assignee is specified or the ticket is created through a scenario with auto-distribution, the ticket appears in the assigned operator's ticket list.
  • If the ticket is created through a scenario with auto-distribution, the system automatically assigns it to an available operator with the corresponding skill group (priority to those without active tickets).
  • If there are no available operators, the ticket remains without an assignee and is automatically assigned when an available operator appears.
  • Watchers receive notifications about ticket creation.
  • If the ticket is created from a chat, it remains linked to the original chat.
  • SLA metrics begin tracking for the ticket (if configured).

How to Verify It Worked

  • Check that the new ticket appeared in the chat list.
  • Open the ticket and check that all fields are filled correctly.
  • If a linked ticket was created, check that it displays in the right details panel of the original chat.

Important Notes

  • 💡 Linked Ticket: When creating a linked ticket, the original chat is not converted to a ticket — a separate ticket is created, linked to the chat.
  • ⚠️ Required Fields: Some fields may be required for filling — the system will show a validation error if they are not filled.
  • 📝 Custom Fields: Custom fields depend on the selected ticket topic — different topics may have different sets of custom fields.