Create Ticket(s)
This section will help you create the ticket in the ticket list. You can also create the ticket even the customer haven't chatted with you before.
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.
Step 3: Fill Ticket Information
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).
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:
Go to Help Desk → Live Chat and open a customer conversation.
Click the Ticket icon on the top bar or use the keyboard shortcut Shift + T.
The Create Ticket window appears with the customer’s contact pre-filled.
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.
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