Issue with Automating Ticket Creation from Workflow Bot | Community
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Issue with Automating Ticket Creation from Workflow Bot

  • October 31, 2025
  • 1 reply
  • 75 views
R

Hi there,

I need help configuring the ticket system for a workflow I've built.

My goal:
I have a workflow bot for clients and sellers. I want conversations where users pass through a specific "Seller's questions" path to be automatically converted into tickets with the "Seller" type and a specific tag.

What I've already set up:

  1. Created a "Seller" ticket type and a corresponding tag.

  2. Created a "when a ticket is created" workflow with a condition that triggers for any ticket with the "Seller" tag or ticket type.

But...
The automation isn't working. Tickets are only created if I manually convert these chats. Could you help me identify what's missing in my setup so it works automatically as intended?

Best answer by Emilygav

Hey ​@Ronnie! Emily here from Support Enigneering at Intercom 👋🏼

 

Thanks for the clear rundown! You are close. The piece that’s missing is the action that actually creates the ticket from the conversation path.

 

Your “A ticket is created” workflow only runs after a ticket already exists - it can auto-assign, tag, or route a ticket, but it does not create tickets from conversations. This is why nothing fires unless you manually convert the chat first. To create tickets automatically from your Seller’s questions path, you need a Convert to ticket step in that path of your conversation Workflow. That step is what converts qualifying conversations into tickets (and can be scoped by channel and rules/branches).

Note: conversations can only be auto-converted into Customer tickets (not Back‑office or Tracker). Ensure your “Seller” ticket type is a Customer ticket type.

 

1) Add conversion in the Seller path

  • Open your customer-facing Workflow that contains the “Seller’s questions” branch.
  • In the Seller path, add the action: Convert to ticket.
  • Select ticket category: Customer, and choose the ticket type: Seller.
  • If these conversations can arrive on multiple channels (e.g., Messenger and Email), make sure your trigger’s channels are set accordingly so the path can run in those contexts.

2) Apply your tag automatically
Option A (cleanest): Keep using your existing ticket workflow

  • In your existing “A ticket is created” workflow, keep the condition: Ticket type = Seller, and set the action to Add tag to ticket (make sure it’s tagging the ticket, not the conversation). This will run immediately after the conversion step above creates the ticket.

Option B (if you prefer it all in one place):

  • You can also add a ticket action in your conversation Workflow after conversion (if available in your workspace) to set fields or add a tag; otherwise, stick with Option A which is officially documented and reliable.

3) Quick test

  • Go through the Seller’s questions path in a test conversation.
  • Confirm that a ticket is auto-created with type “Seller” and that your tag is added by the ticket workflow triggered on creation.

Hope this helps Ronnie! 🙏🏻

1 reply

Emilygav
Intercom Team
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  • EmilygavIntercom Team
  • Intercom Team
  • Answer
  • November 7, 2025

Hey ​@Ronnie! Emily here from Support Enigneering at Intercom 👋🏼

 

Thanks for the clear rundown! You are close. The piece that’s missing is the action that actually creates the ticket from the conversation path.

 

Your “A ticket is created” workflow only runs after a ticket already exists - it can auto-assign, tag, or route a ticket, but it does not create tickets from conversations. This is why nothing fires unless you manually convert the chat first. To create tickets automatically from your Seller’s questions path, you need a Convert to ticket step in that path of your conversation Workflow. That step is what converts qualifying conversations into tickets (and can be scoped by channel and rules/branches).

Note: conversations can only be auto-converted into Customer tickets (not Back‑office or Tracker). Ensure your “Seller” ticket type is a Customer ticket type.

 

1) Add conversion in the Seller path

  • Open your customer-facing Workflow that contains the “Seller’s questions” branch.
  • In the Seller path, add the action: Convert to ticket.
  • Select ticket category: Customer, and choose the ticket type: Seller.
  • If these conversations can arrive on multiple channels (e.g., Messenger and Email), make sure your trigger’s channels are set accordingly so the path can run in those contexts.

2) Apply your tag automatically
Option A (cleanest): Keep using your existing ticket workflow

  • In your existing “A ticket is created” workflow, keep the condition: Ticket type = Seller, and set the action to Add tag to ticket (make sure it’s tagging the ticket, not the conversation). This will run immediately after the conversion step above creates the ticket.

Option B (if you prefer it all in one place):

  • You can also add a ticket action in your conversation Workflow after conversion (if available in your workspace) to set fields or add a tag; otherwise, stick with Option A which is officially documented and reliable.

3) Quick test

  • Go through the Seller’s questions path in a test conversation.
  • Confirm that a ticket is auto-created with type “Seller” and that your tag is added by the ticket workflow triggered on creation.

Hope this helps Ronnie! 🙏🏻

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