> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/ticket-system-add-on/create-ticket-s.md).

# Create Ticket(s)

## Create Ticket(s)

This section explains how to create a new ticket in CX Genie.\
Tickets can be created either from the **Ticket List** or directly from a **Help Desk conversation**, even if the customer has not previously interacted with your bot.

***

### Method 1: Create a Ticket from the Ticket List

#### Step 1: Access the Ticket List

Navigate to **Ticket → Ticket List** and click the **+ Create Ticket** button on the top-right corner of the screen.

#### Step 2: Select Contact

In the **Select contact** box:

* Search by name, email, or phone number.
* If the contact already exists, select it from the dropdown list.
* If not, click **+ Create new contact** and provide:
  * **Name**\*
  * **Email**\*
  * **Phone number** *(optional)*

> Fields marked with \* are required.

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#### Step 3: Fill Ticket Information

| Field          | Description                                                       |
| -------------- | ----------------------------------------------------------------- |
| **Name**\*     | Short title describing the issue (e.g., “Login not working”).     |
| **Category**\* | Classify based on predefined ticket categories.                   |
| **Assignee**\* | Assign the ticket to a specific team member.                      |
| **Priority**\* | Choose the level of urgency (*High*, *Medium*, *Low*).            |
| **Status**\*   | Current ticket stage (*Open*, *In Progress*, *Solved*, *Closed*). |

> You can click **+ More fields** to add additional custom fields (if enabled).

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#### Step 4: Save

Once all fields are filled, click **Create Ticket** to save.\
The ticket will now appear in the Ticket List and can be tracked by assigned agents.\
Click **Cancel** to discard changes.

***

### Method 2: Create a Ticket from Live Chat (Help Desk)

You can create a ticket directly from an active conversation.

#### Steps:

1. Go to **Help Desk → Live Chat** and open a customer conversation.
2. Click the **Ticket icon** on the top bar or use the keyboard shortcut **Shift + T.**
3. The **Create Ticket** window appears with the customer’s contact pre-filled.
4. Fill in ticket details and click **Create Ticket.**

**Behavior:**

* The new ticket is automatically linked to the original conversation.
* Agents can view it in both **Ticket List** and **Conversation Control Bar.**

***

#### Example / Use Case

During a chat, a user reports a “refund not received.”\
The agent presses **Shift + T**, fills in ticket info, sets **Priority: High**, assigns it to the Billing team, and clicks **Create Ticket.**\
The ticket is created instantly and synced with the conversation.

***

#### Notes

* Required fields are marked with an asterisk (\*).
* Agents can use **Shift + T** for quick ticket creation.
* Tickets created from Help Desk are automatically connected to the relevant chat thread.