Overview
Escalate a discussion to Agent Desk with full context and live status back-links.
Problem
Issues raised in chat lack ownership and vanish without a formal ticket.
Solution
Convert a thread to a ticket with one click, including last N messages, attachments, and participants.
How it works
Use the thread header → Convert → Ticket. Choose queue/priority, include attachments from File-Vault, and keep the live link for status. Updates sync back as internal notes.
Who is this for
Support Agents
Moderators / Channel Owners
Expected outcomes
- Higher capture rate of inbound issues
- Shorter time-to-acknowledge with clear ownership
Key metrics
Uncaptured issues (per week)
Baseline
25 count
Target
2 count
Time to ticket creation from first report
Baseline
90 minutes
Target
10 minutes
Gallery
Downloads & templates
Security impact
- Message excerpts, attachments · PII: depends on user content; protected by Desk permissions
Compliance
- SOC2
- Audit links in Chronicle
Availability & next steps
Pro
Enterprise