Open Ticket – Automation Step

Overview #

The Open Ticket step creates a support ticket for the current contact from within your automation. Use it to hand off conversations to your helpdesk workflow with structured details like title, priority, status, category and owner.

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Why Open a Ticket via Automation? #

✅ Operational handoff – Transfer cases from marketing/sales flows to support
✅ Consistency – Enforce required ticket fields and naming patterns
✅ Speed – Create tickets automatically when conditions are met
✅ Traceability – Keep an auditable record linked to the conversation

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How to Add the Step #

1. In the automation builder, click "Add Action" or the "+" button
2. Choose "Open Ticket"

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Configure the Step #

The configuration form includes these fields:

1) Title (Required) #

• Short subject line for the ticket (max 256 chars)
• Supports variables if you build titles in previous steps and pass them in

2) Priority (Required) #

• Select a priority (Lowest, Low, Medium, High, Highest, Urgent)
• Defaults to Medium

3) Status (Required) #

• Select an initial status (e.g., Open, In Progress, Pending, Waiting, Resolved, Closed, Terminated)
• List shows both your custom statuses and the platform defaults
• Defaults to Open

4) Category (Optional) #

• Choose one category for the ticket
• You can also type to create a new category inline

5) Owner (Optional) #

• Assign to an operator (role) at ticket creation
• Use the operator picker to select a user/role
• Leave empty to create an unassigned ticket

6) Description (Optional) #

• Rich‑text field (max 1024 chars)
• Recommended for summarizing symptoms, steps to reproduce, or customer notes

7) Reference (Optional, variable‑friendly) #

• Short reference (max 256 chars) that can include dynamic variables
• Insert custom field codes like %%ORDER_ID%%, %%EMAIL%%
• If you enter plain text without at least one custom field variable, the UI shows a warning to help you avoid unhelpful/static references

The step is valid when Title, Priority, and Status are filled.

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Smart Warnings #

• If your automation already has a "Ticket Created" trigger configured, a warning appears to prevent duplicated ticket creation in the same flow
• The Reference field warns when it doesn’t include any variable codes (encourages meaningful, searchable references)

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Practical Examples #

1) Create Ticket on Failure #

Webhook: sync to CRM
If/Else: webhook_status != 200
  IF true → Open Ticket
            Title: "CRM sync failed for %%EMAIL%%"
            Priority: High
            Status: Open
            Category: Integrations
            Owner: Support L2
            Description: "Error during CRM sync. Details attached in conversation."
            Reference: "SYNC-%%ORDER_ID%%"
            Chat as Unread

2) Product Issue Escalation #

If/Else: message contains "broken" OR "not working"
  IF true → Open Ticket
            Title: "Product issue from %%FIRST_NAME%%"
            Priority: Highest
            Status: Open
            Category: Product → Warranty
            Owner: Hardware Team
            Description: "Customer reported a malfunction. Please review."
            Reference: "WARR-%%ORDER_ID%%"

3) VIP Support #

If/Else: tag contains "vip" AND LTV > 10000
  IF true → Open Ticket
            Title: "VIP assistance for %%FIRST_NAME%% %%LAST_NAME%%"
            Priority: Urgent
            Owner: VIP Team
            Description: "Priority support required"
            Reference: "VIP-%%EMAIL%%"

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Best Practices #

• Make titles scannable: Include key identifiers (email, order id, product) via variables
• Set owner intentionally: Route directly to the most relevant team
• Use categories consistently: Create/maintain a clear taxonomy
• Capture context: Add a short description to help the assignee act fast
• Reference with variables: Always include at least one variable in Reference for searchability
• Avoid duplicates: Don’t combine this step with a "Ticket Created" starter for the same condition

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Interactions With Other Steps #

• Chat as Unread – Visually flag the conversation after ticket creation
• Add Operator – Assign human owners alongside the ticket owner if needed
• Add Tag – Mark context (e.g., ticket_opened, integration_error)
• Go to Step – Jump to your escalation/triage branch
• Customer Response – Collect extra details before opening, or follow‑up after

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Troubleshooting #

Step is disabled / can’t submit #

• Ensure Title, Priority, and Status are provided
• If you see a warning about an existing "Ticket Created" trigger, consider removing one to avoid duplicates

Reference warning appears #

• Add at least one variable placeholder (e.g., %%ORDER_ID%%, %%EMAIL%%)

Owner not set #

• Select a role/user in the Owner field; otherwise the ticket remains unassigned

Status labels look different #

• Your account may include custom statuses; choose the one that matches your workflow

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Warnings & Solutions #

• Warning: This automation has the "Ticket Created" start trigger; adding Open Ticket can create an infinite loop
  • Solution: Remove either the start trigger or this step, so a single event doesn’t continuously create tickets.

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