How to Streamline Tickets Creation from Chat Conversations Using BoldDesk AI
This article explains how support agents can quickly create tickets from chat conversations using BoldDesk’s AI-powered features. By analyzing chat content, the AI auto-generates ticket subjects and descriptions, streamlining the ticket creation process and reducing manual effort. It also covers alternative methods for ticket generation and highlights that this functionality is available exclusively through the agent portal.
How to Create a Ticket from a Chat Conversation
- Open any chat conversation details page.
- Click the AI Icon located at the top-right corner of the center panel.
- From the menu that appears, select the “Create Ticket” option.
BoldDesk does not automatically create a ticket when a chat is initiated. If a ticket is needed, agents must manually create one from the chat conversation within the agent portal. The chat remains active even after the ticket is created.
What Happens Next
Once you click the “Create Ticket” option:
- The AI reads and analyzes the chat conversation.
- It automatically generates a relevant ticket subject and a comprehensive description.
- These details are then auto-filled into the ticket creation dialog.
- The requester field is auto-filled depending on the conversation.
This streamlines the process, ensuring consistency and saving time for support agents by reducing manual input.
Tickets generated from chat can be accessed via the links tab in the same conversation, allowing multiple tickets to be linked to one chat. There’s no limit to how many tickets you can create from a chat.
Alternative Ticket Generation via Chat
- On the chat conversation, open links and click on “Create & Link Ticket.”
- The ticket form will pop up with the requester field filled and brand auto-filled.
- Click on “Auto-Generate Subject and Description.” The ticket subject and a comprehensive description will then be autogenerated by the AI after analyzing the chat conversation.
- The option to create a ticket from a chat conversation using AI is exclusively accessible through the agent portal.
- When creating tickets from chats, the fields for description and subject will be automatically filled in the Agent’s preferred language, as specified in their profile settings, regardless of any foreign language used.
