Conversation to ticket conversion

You can convert conversations from PLuG and Slack directly into tickets. Previously, conversations were only linked to tickets. This update streamlines workflows and enhances the customer experience.

For conversations originating from PLuG or Slack, the Link to Ticket functionality is replaced with a new Convert to Ticket feature. Currently, the conversion feature is available only for PLuG and Slack conversations. Other channels still use the traditional Link Ticket functionality.

Conversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation remains archived.

Conversation conversion process

When you convert a conversation to a ticket, the following happens automatically:

The original conversation moves to Archived stage and cannot be reopened.
A new ticket is created with:
- All internal discussions and customer messages copied from the conversation
- Equivalent metadata as the conversation, including source channel, customer account information, and external members added as reported by on the ticket
- An AI-generated ticket title and description based on customer messages

Convert conversations to tickets

Manual conversion

Go to the conversation record pane and select Convert to Ticket to create a new ticket from the conversation.

Automated conversion via workflows

Set up automated workflows to convert conversations to tickets based on specific triggers:

When a conversation meets defined criteria
When the AI agent identifies an issue requiring escalation
According to custom business rules

Workflows enable seamless handovers from automated conversations to your support teams when necessary.

When a conversation is converted to a ticket in the PLuG widget:

The ticket number and basic details appear in the same conversation pane.
Users can click Details to view complete ticket information.
If the Tickets tab is enabled in PLuG, users can track their ticket status there.

Slack end-user experience

When a conversation is converted to a ticket in Slack:

Ticket information appears within the same thread.
All subsequent messages sync with the newly created ticket.
The transition is seamless for the end user.

Conversation conversion scenarios

Consider converting a conversation to a ticket in these scenarios:

Complex issues requiring in-depth investigation
Cross-team collaboration needs
Escalation requirements
Feature requests
Bug reports
SLA tracking requirements
Documentation needs
Resource allocation requirements
AI capability limitations
Extended troubleshooting needs

Support workflows

CSAT surveys: CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only triggered when a conversation is resolved, not when it's archived through conversion.
SLA handling: Conversation and ticket SLAs operate independently. When converting:
- The new ticket starts with its own response and resolution SLA timers
- All active SLA metrics on the original conversation are marked as completed