Ticket Creation Tool
The Ticket Creation Tool allows an Agent to hand off a conversation to a human team natively inside Zaia Endless CRM. Instead of relying on external CRMs or manual escalation, this tool creates a ticket directly in the internal support area, ensuring a seamless human takeover with full context.
🔎 What It Does
Creates a ticket in a specific CRM Team
Transfers the full conversation context and collected data
Allows human operators to continue exactly where the Agent stopped
Enables structured filtering and prioritization using tags
This is the official and recommended way to escalate conversations from Agents to humans inside Endless.
⚙️ Configuration
When creating a Ticket Creation Tool, you configure:
Name A clear label for the tool Example:
Escalate to SupportDescription Defines when the Agent should trigger the ticket Example: “Create a ticket when the user asks to talk to a human or when the request cannot be solved automatically.”
CRM Team The team responsible for receiving the ticket
Must be created beforehand in CRM → Teams
Can include one or multiple human operators
🆕 Automatic Tags on Ticket Creation
The Ticket Creation Tool now supports automatic tag assignment when a ticket is created.
🏷️ How Tags Work
Tags are created and managed in CRM → Tags
Each tag has:
Name
Description
Color (for visual identification)
Tags are not created by the Agent — they must exist beforehand
When the ticket is created:
The Agent analyzes the conversation context
It selects the most appropriate tag(s) based on the tag descriptions
The selected tags are automatically applied to the ticket
💡 Example
If the user is asking about billing or payments and the conversation is escalated:
Existing tag: Finance
Description: “Questions related to billing, payments, invoices, or pricing.”
Result:
The Agent creates the ticket
Automatically applies the Finance tag
Human operators can then easily filter tickets by tag, improving triage and response time.
🔄 Runtime Behavior
The Agent detects the need for human escalation
The Ticket Creation Tool is triggered
A ticket is created in the selected CRM Team
Relevant tags are applied automatically
A human operator takes over the conversation
All tickets are visible in CRM → Attendants / Conversations, fully searchable and filterable by tags.
📌 Example Use Cases
Support escalation User: “I want to talk to a real person.” → Ticket created and routed to Support Team
Sales follow-up Agent collects lead data and user requests a proposal → Ticket created and assigned to Sales Team
Specialized routing with tags Conversation about refunds → Ticket created with Finance tag
✅ Best Practices
Always associate the tool with a valid CRM Team
Write very explicit tool descriptions so the Agent knows exactly when to escalate
Create clear, well-described tags in advance
Use tags to simplify filtering and prioritization for human teams
Combine with Tasks to trigger escalation under specific conditions
🎯 Key Takeaway
The Ticket Creation Tool ensures reliable, native human handoff inside Zaia Endless. With automatic tag assignment, escalated conversations arrive contextualized, categorized, and ready for action, allowing human teams to work faster and more efficiently.
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