> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/ticket-creation.md).

# Ticket Creation

## Email Ticket Creation from CRM

***

## Steps to Create an Email Ticket:

{% stepper %}
{% step %}
Click on "Create Ticket."
{% endstep %}

{% step %}
Select the email inbox.
{% endstep %}

{% step %}
Enter the email IDs as required.
{% endstep %}

{% step %}
Curate the email (body, subject, etc.).
{% endstep %}

{% step %}
Decide the user to whom the ticket will be assigned.
{% endstep %}

{% step %}
Add contact tags and conversation tags to the ticket(s).
{% endstep %}

{% step %}
Click "Send Message" to create the ticket(s).
{% endstep %}
{% endstepper %}

***

## How it Helps?

The feature addresses several pain points commonly encountered by our users:

1. **Efficient Communication Initiation:** Users can now initiate conversations with customers seamlessly, eliminating the need for manual calling and waiting for the customer to send a message on WA to take the conversation forward.
2. **Enhanced User Engagement:** By enabling direct communication with customers, this feature fosters meaningful interactions, leading to improved engagement and customer satisfaction.
3. **Streamlined Workflow:** With intuitive interfaces and streamlined processes, users can create and manage tickets effortlessly, saving time and improving overall workflow efficiency.
4. **Flexible Ticket Assignment:** The ability to define ticket assignment preferences ensures that conversations are directed to the appropriate agents or teams, enhancing response times and customer service quality.

***

## FAQ's

<details>

<summary><strong>Can I send emails to contacts that do not exist on my platform?</strong></summary>

Yes, the system will create a new contact if a new email ID is added.

</details>

<details>

<summary><strong>How many email tickets can I create?</strong></summary>

You can create a maximum of 5 email tickets at a time.

</details>

<details>

<summary><strong>What will be the status of these tickets?</strong></summary>

These tickets will be created in an open state.

</details>

<details>

<summary><strong>What will be the names of the new contacts?</strong></summary>

If the user doesn't exist in the system, the user's name will be populated as the first half of the email ID.

</details>

***

## WA ticket creation from CRM

## Introduction:

The feature is designed to change how users engage with customers through our CRM platform. This feature marks a significant step forward in enhancing user experience and streamlining communication processes, ultimately empowering our users to build stronger connections with their customers.<br>

{% hint style="info" %}
This is not a replacement for broadcast and users will only be allowed to create 5 tickets at max (in one iteration)
{% endhint %}

***

## How it Helps:

The feature addresses several pain points commonly encountered by our users:

1. **Efficient Communication Initiation:** Users can now initiate conversations with customers seamlessly, eliminating the need for manual calling and waiting for the customer to send a message on WA to take the conversation forward.
2. **Enhanced User Engagement:** By enabling direct communication with customers, this feature fosters meaningful interactions, leading to improved engagement and customer satisfaction.
3. **Streamlined Workflow:** With intuitive interfaces and streamlined processes, users can create and manage tickets effortlessly, saving time and improving overall workflow efficiency.
4. **Flexible Ticket Assignment:** The ability to define ticket assignment preferences ensures that conversations are directed to the appropriate agents or teams, enhancing response times and customer service quality.

***

#### Let's explore how this feature addresses specific user stories:

1. **Agent Efficiency:**
   * As a support agent, I want to initiate a conversation on WhatsApp with a customer whose number I found on a social media platform.
   * With the "Creating Tickets from CRM" feature, agents can quickly create tickets for WhatsApp conversations, streamlining communication with customers across various platforms.
2. **Enhanced Customer Engagement:**
   * I have interacted with the client on call but want to reach out to them on WhatsApp/email so that I can share the relevant details.
   * By enabling direct communication initiation, this feature empowers users to engage with customers on preferred channels, facilitating personalized interactions and strengthening relationships.
3. **Admins' Broadcast Replacement:**

   * As an admin, I want to reach out to a list of customers (≥5) without going through the lengthy process of sending a broadcast.
   * The "Creating Tickets from CRM" feature provides admins with a more efficient alternative to traditional broadcast methods, allowing them to initiate targeted conversations with customers in a streamlined manner.

\
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Learn how to create tickets by watching this video

{% embed url="<https://drive.google.com/file/d/1ZKizfc-xqYHrshC9dV3pQqtk90jPxsdB/view?usp=sharing>" %}