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The Ticket Creation Tool allows an Agent to hand off a conversation to a human team natively inside Timely.ai CRM.
Instead of relying on external CRMs or manual escalation, this tool creates a ticket directly in the internal support area, ensuring a seamless human takeover with full context.

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🔎 What It Does

  • Creates a ticket in a specific CRM Team
  • Transfers the full conversation context and collected data
  • Allows human operators to continue exactly where the Agent stopped
  • Enables structured filtering and prioritization using tags
This is the official and recommended way to escalate conversations from Agents to humans inside Timely.ai.

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⚙️ Configuration

When creating a Ticket Creation Tool, you configure:
  • Name
    A clear label for the tool
    Example: Escalate to Support
  • Description
    Defines when the Agent should trigger the ticket
    Example:
    “Create a ticket when the user asks to talk to a human or when the request cannot be solved automatically.”
  • CRM Team
    The team responsible for receiving the ticket
    • Must be created beforehand in CRM → Teams
    • Can include one or multiple human operators

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🆕 Automatic Tags on Ticket Creation

The Ticket Creation Tool now supports automatic tag assignment when a ticket is created.

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🏷️ How Tags Work

  • Tags are created and managed in CRM → Tags
  • Each tag has:
    • Name
    • Description
    • Color (for visual identification)
  • Tags are not created by the Agent — they must exist beforehand
When the ticket is created:
  • The Agent analyzes the conversation context
  • It selects the most appropriate tag(s) based on the tag descriptions
  • The selected tags are automatically applied to the ticket

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💡 Example

If the user is asking about billing or payments and the conversation is escalated:
  • Existing tag: Finance
    • Description: “Questions related to billing, payments, invoices, or pricing.”
  • Result:
    • The Agent creates the ticket
    • Automatically applies the Finance tag
Human operators can then easily filter tickets by tag, improving triage and response time.

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🔄 Runtime Behavior

  1. The Agent detects the need for human escalation
  2. The Ticket Creation Tool is triggered
  3. A ticket is created in the selected CRM Team
  4. Relevant tags are applied automatically
  5. A human operator takes over the conversation
All tickets are visible in CRM → Attendants / Conversations, fully searchable and filterable by tags.

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📌 Example Use Cases

  • Support escalation
    User: “I want to talk to a real person.”
    → Ticket created and routed to Support Team
  • Sales follow-up
    Agent collects lead data and user requests a proposal
    → Ticket created and assigned to Sales Team
  • Specialized routing with tags
    Conversation about refunds
    → Ticket created with Finance tag

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✅ Best Practices

  • Always associate the tool with a valid CRM Team
  • Write very explicit tool descriptions so the Agent knows exactly when to escalate
  • Create clear, well-described tags in advance
  • Use tags to simplify filtering and prioritization for human teams
  • Combine with Tasks to trigger escalation under specific conditions

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🎯 Key Takeaway

The Ticket Creation Tool ensures reliable, native human handoff inside Timely.ai.
With automatic tag assignment, escalated conversations arrive contextualized, categorized, and ready for action, allowing human teams to work faster and more efficiently.