Problem
The current "Send Ticket Form" action in Workflows does not create a separate, independent ticket. It converts the existing conversation into a ticket and reopens it. Fin support confirmed this behavior when we raised it directly.
For use cases where a follow-up needs its own trackable record while the original conversation stays closed and attributed to the original agent, this is a hard blocker. There is no way to keep the source conversation closed, preserve metrics, and maintain accurate CSAT attribution using the current ticket actions available in Workflows.
Use Case
We are building a CSAT escalation workflow. When a customer submits a low rating, they are prompted to opt in to a manager follow-up. If they opt in, the goal is to generate a separate escalation ticket routed to a manager inbox, with the original closed conversation left completely untouched.
With the current behavior, "Send Ticket Form" converts and reopens the source conversation instead. This creates three problems that compound on each other:
- The original conversation is no longer closed, inflating case age and ticket volume metrics.
- CSAT attribution shifts from the original agent to whoever handles the reopened record.
- The conversation then needs to be manually reassigned back to restore accurate attribution, adding overhead and introducing further attribution risk.
Requested Feature
A Workflow action that generates a genuinely independent, net-new ticket linked to the source conversation, without converting, reopening, or modifying the source in any way. The source conversation should remain exactly as it was: closed, assigned to its original agent, and intact for reporting.
The new ticket would carry a reference to the originating conversation, be assignable to a team or teammate at creation time, and support pre-population of ticket attributes from the source conversation where available.
Current Workaround
There is no supported path that achieves this without either modifying the source conversation or requiring manual cleanup afterward. The "Convert to Ticket" action has the same limitation. Both available ticket actions in Workflows operate on the existing record rather than creating a new one.
Business Impact
- Enables escalation and follow-up workflows that need a separate trackable record without affecting the source conversation's metrics or attribution.
- Removes the need for manual reassignment steps to restore CSAT and case ownership accuracy after a workflow fires.
- Unlocks post-resolution follow-up scenarios, including manager callbacks triggered by a negative CSAT, that are not currently achievable without metric side effects.