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Automated ticketing opens a ticket for you when a chat needs tracking. Nobody has to remember to do it.

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Common patterns

Here are the situations teams usually automate.

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Example

A customer writes: “My order never arrived.” Your rule looks for the words “never arrived”. It finds them and creates a ticket with high priority. It assigns the ticket to your delivery team.

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Set it up

1

Start a new rule

Open automation rules and create a new rule.
2

Choose a trigger

Pick the event, such as a new message or a flagged message.
3

Add conditions

Narrow it down. For example, only messages with certain keywords, or only chats from one number.
4

Add the create-ticket action

Choose the details for the new ticket, like priority, labels, and who it goes to.
5

Save and publish

Turn the rule on.
Use a delay with the “late reply” pattern. Create the ticket only if nobody answered within your target time, such as two hours.
Creating a ticket for every message can fill your list fast. Use it only for small, high-touch teams.