Support Tickets from a Chat
What happens when a conversation escalates to a support ticket, and what you can review before it's sent.
Sometimes a companion can't resolve what you're asking about on its own. When that happens - either because a guide reaches a step built for escalation, or the AI decides mid-conversation that a human needs to follow up - it drafts a support ticket and shows it to you for review before anything is sent. This is separate from the Help & Support dialog in the sidebar: that one you open yourself; this one is offered to you inside a conversation with a companion.
Where it appears
The review opens as a dialog right on top of the chat you're already in - you don't leave the conversation or navigate anywhere. It can be triggered by:
- A guide's Action block, if the guide's creator has set one up for this step (see Blocks for the creator-facing side of this)
- The companion's AI itself, when it judges that your issue needs a human to step in
Reviewing the draft
The dialog title reads "Review Support Ticket." It's pre-filled from your conversation so far:
- Subject - A short summary the AI wrote from the conversation. It's shown for your reference but isn't an editable field in this dialog.
- Description - An editable text area with more detail about your issue, pulled from the conversation. Edit or add to it before sending - this is the field you have full control over.
- Your email (for follow-up) - If you're signed in and your email is already known, it's shown locked with a verified tag and can't be changed here. If you're not signed in (or the companion doesn't already know your email), this is an open field you fill in yourself.
Submitting or cancelling
- Submit Ticket creates the ticket and sends it to the creator's connected CRM (for example Zendesk or Freshdesk). The button is disabled only while the subject is empty or a submission is already in progress.
- Cancel closes the dialog without creating anything. The companion picks the conversation back up and offers to help another way.
Once you submit, a ticket card appears as a message in the chat showing the ticket ID, the summary, a status badge, and when it was created. A Copy details button on the card copies the ticket ID, summary, and creation time to your clipboard.
The status shown on the card reflects what the connected CRM reported at the moment the ticket was created (for example "New") - it's a snapshot, not a live view. Any further progress on the ticket happens on the creator's side. If you gave an email address, you'll hear back that way; some CRM providers (Zendesk, Freshdesk) also send you an automatic confirmation email right away.
If something goes wrong
- No CRM connected - the companion's organization hasn't set one up. You'll be told a ticket can't be created right now and be pointed to email support directly instead.
- Creation failed - a brief apology and a suggestion to try again later or email support instead.
Related
- Help & Support - the dialog for reaching out directly, any time
- Blocks - how creators configure the Action block that can trigger this
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