Agents can create tickets from existing chat conversations in the Agent Portal using BoldDesk AI Copilot. When a chat needs to be tracked as a ticket, AI Copilot can analyze the conversation and generate a relevant ticket subject and description. This helps agents save time, reduce manual typing, and keep the ticket details aligned with the chat context.

This article explains how agents can create tickets from existing chat conversations in the Agent Portal. If you want to create tickets by giving a command to an AI Agent, explore How to Create Tickets Using AI Agents in BoldDesk.

Prerequisites

Before creating tickets from chat conversations using AI Copilot, ensure the following:

• The AI Copilot add-on is enabled for the account.
• The agent has access to AI Copilot.
• The agent is working from the Agent Portal.
• The chat conversation contains enough information for AI Copilot to generate a useful subject and description.

Create a Ticket from a Chat Conversation

To create a ticket from a chat conversation:

1. Open the required chat conversation in the Agent Portal.
2. Click the AI icon at the top-right corner of the center panel.
3. Select Create Ticket.

What Happens After Selecting Create Ticket

After the agent selects Create Ticket:

• AI Copilot analyzes the chat conversation.
• AI Copilot generates a relevant ticket subject.
• AI Copilot generates a detailed ticket description based on the chat.
• The ticket creation dialog opens with the generated subject and description.
• The requester field is filled based on the chat conversation, when available.
• The agent can review and update the ticket details before creating the ticket.

This helps agents create tickets faster while still allowing them to review and adjust the generated content before submission.

Access Tickets Created from Chats

Tickets created from a chat conversation can be accessed from the Links tab in the same chat.

Keep the following in mind:

• Tickets created from a chat are linked to that chat conversation.
• Multiple tickets can be linked to a single chat.
• There is no limit to the number of tickets that can be created from one chat.

Alternative Method: Create and Link Ticket

Agents can also create and link a ticket from the Links tab.

To create and link a ticket from a chat:

1. Open the required chat conversation.

2. Go to the Links tab.

3. Click Create & Link Ticket.

4. In the ticket form, review the requester and brand details.

5. Click Auto-Generate Subject and Description.

6. Review the AI-generated subject and description.

7. Create the ticket.

   

Difference Between AI Agent Ticket Creation and Chat Conversation Ticket Creation

Troubleshooting

1. The AI icon is not visible in the chat conversation
   Confirm that the AI Copilot add-on is purchased and activated for the BoldDesk subscription. Also, confirm that the agent has been granted AI Copilot access.

2. The Create Ticket option is not available from the AI menu
   Confirm that the agent is working in the Agent Portal. AI actions for creating tickets from chat conversations are available only in the Agent Portal.

3. The generated subject or description is incomplete
   Review the chat conversation. If the conversation does not contain enough issue details, AI Copilot may generate a limited subject or description. The agent can manually update the generated content before creating the ticket.

4. The requester field is not filled correctly
   Review the chat requester details before creating the ticket. If needed, update the requester manually in the ticket creation dialog.

5. The created ticket is not visible from the chat conversation
   Open the chat conversation and check the Links tab. Tickets created or linked from the chat conversation are displayed there.

Frequently Asked Questions

1. Does BoldDesk automatically create a ticket when a chat starts?
   No. BoldDesk does not automatically create a ticket when a chat starts. An agent must manually create the ticket from the chat conversation.

2. Does creating a ticket end the chat conversation?
   No. The chat remains active after the ticket is created.

3. Can multiple tickets be created from one chat conversation?
   Yes. Multiple tickets can be linked to a single chat conversation.

4. Where can agents find tickets created from a chat conversation?
   Agents can find tickets created from a chat conversation in the Links tab of that chat.

5. What language does AI Copilot use for the generated ticket subject and description?
   The generated subject and description use the agent’s preferred language configured in their profile settings.

6. What is the difference between Create Ticket and Create & Link Ticket?
   Create Ticket is available from the AI menu and generates the ticket subject and description from the chat conversation. Create & Link Ticket is available from the Links tab and allows the agent to create a linked ticket, then use AI to generate the subject and description.

Related Articles

1. How to Link and Manage Tickets in BoldDesk Chat Conversations
2. How to Generate Customer Responses Using BoldDesk AI Copilot
3. AI Copilot Access Control for Agents in BoldDesk