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

# Automated ticketing

> Create support tickets from WhatsApp chats automatically in Risponse, based on keywords, flagged messages, late replies, or mentions.

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

## Common patterns

Here are the situations teams usually automate.

| Situation | What the rule does |
| - | - |
| A teammate flags a message | Creates a ticket for that message |
| A reply is overdue | Creates a ticket so someone follows up |
| A message has a keyword like "broken" | Creates a ticket right away |
| Every message must be tracked | Creates or updates a ticket for each message |
| Someone is mentioned in a group | Creates a ticket for the mentioned person |

## 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.

## 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.

> [!TIP]
>
> Use a delay with the "late reply" pattern. Create the ticket only if nobody answered within your target time, such as two hours.

> [!WARNING]
>
> Creating a ticket for every message can fill your list fast. Use it only for small, high-touch teams.

## Related

* [Create a ticket manually](https://docs.risponse.com/tickets-and-tasks/create-ticket.md)
* [Automated assignment](https://docs.risponse.com/automations/assignment.md)
* [Labels](https://docs.risponse.com/features/labels.md)


## Related topics

- [Automated assignment](https://docs.risponse.com/automations/assignment.md)
- [Automation rules overview](https://docs.risponse.com/automations/overview.md)
- [Freshdesk integration](https://docs.risponse.com/integrations/freshdesk.md)
- [Automated escalation](https://docs.risponse.com/automations/escalation.md)
- [Automated flagging](https://docs.risponse.com/automations/flagging.md)


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