---
title: "How to create a ticket in OperatorLine"
description: "Create a ticket from an operator conversation, fill in the subject and required fields, and confirm the new ticket."
---

# How to create a ticket in OperatorLine?

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.

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## 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.

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## 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** — when auto-distribution and a topic are configured in the scenario, the system can assign the ticket to an available operator in 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.

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## Prerequisites

- [x] You are logged in with operator or supervisor rights.
- [x] You have access to the OperatorLine module.

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## 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.

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## 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).

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## 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.

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## Related Materials

- [Edit ticket fields](/en/operatorline/how-to/manage-ticket-fields.md)
- [Manage watchers](/en/operatorline/how-to/manage-ticket-watchers.md)
- [Link tickets](/en/operatorline/how-to/link-tickets.md)

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## 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.