> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rovax.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Creation Tool

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.

### 🏷️ 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.