how to create a ticket
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tickets\n--------------------------------\n\n**Manual conversion**\n\nGo to the conversation record pane and select **Convert to Ticket** to create a new ticket from the conversation.\n\n![]()\n\n**Automated conversion via workflows**\n\nSet up automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers:\n\n* When a conversation meets defined criteria\n* When the AI agent identifies an issue requiring escalation\n* According to custom business
Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev
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the top-right corner of your screen.\n3. Add a title and description for your new ticket. You can also attach files related to the ticket in the description.\n4. Select which part of the company/product this ticket is related to.\n\n   ![]()\n5. Enter other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to.\n6. If there are
Tickets | Computer for Support Teams | DevRev
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internal tickets.\n\nTo create an internal ticket, click the **Create Ticket** button. At the bottom of the ticket creation panel, click the dropdown menu on **Create external ticket** and select **Create internal ticket**.\n\nYou can convert an internal ticket to an external ticket by clicking **Convert to External** within the **Customer Messages** tab. Once a ticket is converted to external, it cannot be reverted back to internal.\n\n[PreviousConversation to ticket
Tickets | Computer for Support Teams | DevRev
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devrevSDK.worksCreate({  \n    17|       title: ticketName,  \n    18|       body: ticketBody,  \n    19|       // The ticket is created in the PROD-1 part. Rename this to match your part.  \n    20|       applies_to_part: "PROD-1",  \n    21|       // The ticket is owned by the DEVU-1 user. Rename this to match the required user.  \n    22|       owned_by: ["DEVU-1"],  \n    23|       type: publicSDK.WorkType.Ticket,  \n    24|     });  \n    25|   \n    26|     console.log(response);  \n
Using a snap-in to perform a DevRev action — DevRev | Docs
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= `Ticket created at ${date.toLocaleString()}`; |\n| 14 | const ticketBody = `This ticket was created by a snap-in at ${date.toLocaleString()}`; |\n| 15 |  |\n| 16 | const response = await devrevSDK.worksCreate({ |\n| 17 | title: ticketName, |\n| 18 | body: ticketBody, |\n| 19 | // The ticket is created in the PROD-1 part. Rename this to match your part. |\n| 20 | applies_to_part: "PROD-1", |\n| 21 | // The ticket is owned by the DEVU-1 user. Rename this to match the required user. |\n| 22 |
Using a snap-in to perform a DevRev action | DevRev | Docs
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ticket, selecting the merge option, and choosing the duplicate tickets to merge. Only unclosed tickets with the same reporters can be merged. After merging, duplicate tickets are archived, and all future messages go to the primary ticket.\n\nStep-by-step guide:\xc2\xa0[How to merge tickets](https://devrev.ai/docs/product/tickets#merging-guidelines)\n\n2. Creating Tickets in DevRevYou can create tickets from the app, support portal, Slack, or via API. Fill in required fields (like title, part,
Support queries related playbook
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eliminating the need for scattered email chains.\n* **Improved collaboration**: Customer admins can access and manage tickets from their team, enabling seamless collaboration and knowledge sharing.\n\nFeatures\n--------\n\n### Ticket creation, tracking, and team collaboration\n\n* Customers can create tickets with relevant details, such as issue description, priority, and category.\n  + To create a ticket, go to **+ Ticket**. Enter a title and description for the ticket and click **Submit**.\n*
Customer portal | Computer for Support Teams | DevRev
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filters and **Group** conditions across various vistas in DevRev to track specific work, capacity, and more.\n\nYou can add custom attributes to tickets to track additional information. For more information on custom attributes, see [object customization](./object-customization).\n\nIssues are attached to tickets in order to track efforts with product priorities.\n\nCreate a ticket\n---------------\n\n1. Go to **Support** > **Tickets** from the sidebar on the left.\n2. Click **New Ticket** on
Tickets | Computer for Support Teams | DevRev
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Ticket | Open the issue and click **Tickets > + Link tickets**. Either create a new ticket or select an existing ticket. |\n| Issue \xe2\x86\x92 Issue | Open the issue and click **Issues > + Link issues**. Either create a new issue or select an existing issue. |\n\n| Conversation | Ticket | Issue |\n| --- | --- | --- |\n|  |  | > |\n\nTo delete a ticket or issue, select the work item in the list view and click the **Delete** icon in the taskbar that appears.\n\n![]()\n\n[PreviousCore
Apps | Computer by DevRev | DevRev
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Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\_to\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\_custom\\_fields: (Optional) Custom fields | Created ticket object |\n| Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\_id: ID of the conversation to convert | ticket\\_id: ID of the created ticket |\n\nObject retrieval\n----------------\n\n| Operation | Description | Input
Workflow action library | Workflows | Computer by DevRev | DevRev
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and reporter), attach files if needed, and submit.\n\nFull instructions:\xc2\xa0[How to file a new ticket](https://devrev.ai/docs/product/tickets#create-a-ticket)\n\n3. Customizing Stages for IssuesYou can customise issue stages by updating the stage diagram by going to settings -> Customisation -> Stage customisation. Else you can use the API to customise the stages for issues.\n\n[API Doc](https://developer.devrev.ai/public/api-reference/customization/stage-diagrams-update)\n\n4. Creating
Support queries related playbook
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synchronized between DevRev and Slack.\n\nWork management using Slack\n---------------------------\n\n### DevRev Tickets and Slack\n\nThe Slack snap-in allows users to create tickets directly from Slack. There are multiple ways to initiate ticket creation from any channel:\n\n* **Use the command:** Run /devrev create-ticket.\n* **Message action:** Select **Create a new ticket** from the message actions.\n* **Convert a Conversation:** Transform an ongoing conversation into a ticket. This is
Slack | Integrate | Snap-ins | DevRev
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Ticket** button to create a ticket in DevRev by filling necessary attributes. You can turn this feature off in the app configuration if you want.\n* To view comments on the tickets linked to the discussions that support teams had with customers or internally on DevRev, head over to the DevRev activity tab which is present in the same line as the **Comments** tab of Jira.\n* To send comments from the Jira issue to the DevRev ticket, select the ticket from the dropdown, type in the comment, and
DevRev for Jira app | Jira Software AirSync | AirSync | Snap-ins | DevRev
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Tickets from Chat ConversationsYes, you can create a ticket from a conversation without leaving the chat. Some fields may be prefilled from the conversation.\n\nDetails:\xc2\xa0[Conv \xe2\x86\x92 Ticket Creation](https://devrev.ai/docs/product/conversation-ticket)\n\n5. Viewing Ticket Activity to Avoid Duplicate Responses\n\nCurrently, there\xe2\x80\x99s no direct feature to see who is viewing a ticket in real time. But, we can see if someone is typing on a ticket.\n\n6. Generating AI Summaries
Support queries related playbook
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conversation metadata including: \n      * Source channel\n      * Customer account information\n      * External members added as **reported by** on the ticket\n    * An AI-generated ticket title and description based on customer messages.\n\n### How to convert Conversations to Tickets\n\n**Manual Conversion**\n\nTo manually convert a conversation to a ticket:\n\n  1. Open the conversation record pane view.\n  2. Click **Convert to Ticket** to initiate the conversion.\n\n**Automated Conversion
Convert Conversations to Tickets | Conversations | Support | DevRev
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Conversations can be immediately linked to a ticket, a ticket to an issue and subsequently to a part (product capabilities and features).\n\n| Link | Control |\n| --- | --- |\n| Conversation \xe2\x86\x92 Ticket | Open the conversation and click **Tickets > + Link tickets**. Either create a new ticket or select an existing ticket. |\n| Ticket \xe2\x86\x92 Issue | Open the ticket and click **Issues > + Link issues**. Either create a new issue or select an existing issue. |\n| Issue \xe2\x86\x92
Apps | Computer by DevRev | DevRev
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a child issue or create a new one by clicking on **+ New issue**.\nJust update the title of the child issue and click enter. All other fields will be populated automatically by DevRev. You can edit them later.\n\nTags\n----\n\n* Stalled\n* Priority/Escalated\n* Fast/Slow Moving\n* Blocked\n* Resolution: [*value*]\n* Impact: [*value*]\n* Reason: [*value*]\n\nStages\n------\n\nThe following figure shows the state machine for tickets.\n\n```\nClosed\n\n\n\nIn
Tickets | Computer for Support Teams | DevRev
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the top of the DevRev app main page, and select either **Ticket** or **Issue**.\n2. Click the template icon next to the **Select Subtype** drop-down menu and select a template. The selected template is applied to the object.\n\nUsing article templates\n-----------------------\n\n1. Under [**Settings > Knowledge Base**](https://app.devrev.ai/devrev/settings/knowledge-base/articles), go to **View Templates**. A modal opens, showing a list and preview of the available templates.\n2. Select a
Templates | Computer by DevRev | DevRev
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b'[](/public/api-reference/works/create)\n\nPublic\n\n[API Reference](/public/api-reference/getting-started)[Works](/public/api-reference/works/tickets-and-issues)\n\n# Create Work\n\nPOST\n\nhttps://api.devrev.ai/works.create\n\nTry it\n\nCreates new work ([issue](https://devrev.ai/docs/product/build), [ticket](https://devrev.ai/docs/product/support)) item. [task](https://devrev.ai/docs/product/tasks) and opportunity work types are supported in the beta version.\n\n### Request\n\nThis endpoint
Create Work — DevRev | Docs
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b'Create Work | DevRev | Docs\n\n[![]()![]()](https://developer.devrev.ai/)\n\nPublic\n\nPublic\n\nSearch\n\n`/`\n\n[API Reference](/api-reference/getting-started)[works](/api-reference/works/tickets-and-issues)\n\nCreate Work\n===========\n\nCopy page\n\nPOST\n\nhttps://api.devrev.ai/works.create\n\nPOST\n\n/works.create\n\n```\n|  |  |\n| --- | --- |\n| $ | curl -X POST https://api.devrev.ai/works.create \\ |\n| > | -H "Authorization: Bearer <token>" \\ |\n| > | -H "Content-Type:
Create Work | DevRev | Docs
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Reference works Create.\n\nPOST https:// api.devrev.ai / works.create\n\nCreates new work ( issue , ticket ) item. task and opportunity work types are supported in the beta version.\n\nRequest.\n\nThis endpoint expects an object.\nIssue Show 19 properties\nOR\nOpportunity Show 21 properties\nOR\nTask Show 17 properties\nOR\nTicket Show 21 properties\nResponse.\n\nThis endpoint returns an object.\nwork object\nShow 4 variants\nPOST / works.create\ncURL\n$ curl -X POST
Create — DevRev | Docs