Convert a chat into a formal ticket
Keep the original conversation while giving longer work a permanent reference and a structured workflow.
- An accessible conversation and permission to write to it.
Step-by-step walkthrough
- 01
Open the conversation in Team inbox. Confirm you can write to it; an agent may need to claim the conversation before conversion and reply controls become available.
- 02
Choose Convert to ticket. Enter a subject that describes the customer’s actual request rather than a generic label such as Help needed. Review any required form details.
- 03
Submit the conversion once and wait for the result. RelayDesk assigns a permanent RLY reference. The existing messages and internal context remain attached to the support record.
- 04
Open the resulting ticket and check its subject, owner, status, and history. Send a short public reply when the customer needs to know the next step, or use an internal note for staff-only context.
- 05
Use the complete RLY reference when searching for the ticket. Do not treat the displayed reference as the UUID required by developer API resource paths.
A closer look at the interface
These are actual product captures from a fictional demo workspace. Navigation and available controls can differ by role, configuration, or release.
Inside a formal ticket
- 1Find the RLY reference above the conversation.
- 2Review ownership and status before changing the ticket.
- 3Choose Public reply or Internal note deliberately.
Expected result
A formal ticket with a permanent reference and the original conversation history.
Important details
Conversion itself does not mean the issue is resolved. Choose the appropriate status after reviewing the work.
A conversation and a formal ticket are distinct; an incoming message does not automatically prove a formal reference has been issued.
Need help with this workflow? Contact the team and include this guide’s title.