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 sending emails or using external CRMs, this tool creates a ticket directly in the internal support area, ensuring smooth and reliable human takeover.
🔎 What It Does
Creates a ticket in a specific CRM Team defined during setup.
Transfers the conversation context and all collected data to the ticket.
Enables humans to take over seamlessly from where the Agent stopped.
Essential for handoff to humans, especially in support, sales, and complex workflows.
⚙️ Configuration
When creating a Ticket Creation Tool, you will configure:
Name → A clear label for the tool. Example: "Escalate to Support Team"
Description → The Agent uses this description to decide when to call the tool. Example: "Creates a ticket for the human Support Team when user requests human help."
CRM Team → The team responsible for receiving the tickets.
Must be created in the CRM → Teams section before linking.
Can be a single agent or multiple human operators.
🔄 How It Works at Runtime
The Agent evaluates conversation context and decides to escalate.
If this tool is available, it creates a new ticket inside the selected CRM team.
The conversation is transferred, and a human agent continues the interaction.
The ticket is fully visible in the Attending / Conversations module.
✅ Best Practices
Always link the tool to a real CRM Team (never leave it unassigned).
Keep the description very explicit, so the Agent knows exactly when to trigger it.
Use this as the only method for human handoff — do not mix with external APIs.
Combine with Tasks to define specific conditions (e.g., "if user says 'talk to a human', escalate").
📌 Example Use Cases
Customer asks: "I want to speak with a real person." → Agent uses Ticket Tool and transfers to "Support Team".
During a sales conversation, Agent collects lead data and user requests a proposal. → Ticket is created and assigned to the "Sales Team" for follow-up.
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