# Create a ticket from a Flow Section: Flows Description: Use the Create ticket action to turn a chat into a ticket from your Flow, with its subject, message, transcript and department. Verified against Tidio panel 12.304.0 Last updated: 2026-11-05 Source: https://help.tidio.com/articles/create-a-ticket-from-a-flow/ Some questions can't be solved in a single chat - a visitor asks about a refund after hours, or needs an answer your team has to look up first. With the **Create ticket** action, your Flow can turn the conversation into a ticket, so your team can follow up later, with the whole chat at hand. You decide what the ticket says: its subject, its message, whether the conversation transcript goes with it, and which department gets it. **In this article, you'll learn:** - [How to collect the visitor's email address first]() - [How to add the Create ticket action to a Flow]() - [How to set up the ticket's subject, message and department]() ## Collecting the visitor's email address [Video]() Silent walkthrough. Build a flow that asks for an email and creates a ticket, with a message on success. A ticket needs an email address, so your team can reach the visitor later. That's why the visitor must have an email address saved to their **Email** contact property before the **Create ticket** action runs. If you don't have it yet, simply ask for it earlier in the same Flow. For example, add the **Ask a question** action, type your question in **Question for the user**, and set **Select validation type** to **Email** - the answer will be saved to the visitor's **Email** contact property: ![The Ask a question action selected in the flow editor, with "What's your email address? We'll get back to you there." in Question for the user and Select validation type set to Email]() You can also collect it with the **Send a form** action. Learn more in [Start collecting leads](). ## Adding the Create ticket action Head over to **Flows \> My Flows**, and open the Flow you'd like to use - click on the three dots menu on its right and choose **Edit**. You can also start a new one with **Create from scratch**. In the flow editor, click on **Actions** in the menu on the right, find **Create ticket**, and drag it onto the board, right after the step that collects the email address: ![The flow editor with the Actions tab open on the right and the Create ticket action being dragged onto the board, below an Ask a question node]() Connect the previous node to **Create ticket**. The action has one output, **Success** - connect it to what should happen next, for example a **Send a chat message** action that tells the visitor you'll get back to them by email: ![A short Flow on the board: Visitor clicks on chat icon, Ask a question (email), Create ticket, and Send a chat message connected to the Success output of Create ticket]() ## Setting up the ticket Click on the **Create ticket** node to open its settings on the right. At the top, you'll see a reminder that the visitor must have an email address saved to their **Email** contact property before this action runs. Below, fill in the ticket's details: ![The Create ticket settings on the right: the info note with the "Learn how to collect email addresses" link, Ticket subject filled in with "Refund request from chat", Ticket message with a short text, the Conversation transcript checkbox ticked, and Assign to department set to Current conversation department]() - **Ticket subject** - required. This is the ticket's subject line, e.g. "Refund request from chat". - **Ticket message** - the body of the ticket. You can leave it empty, as long as the transcript is included. - **Conversation transcript** - ticked by default. It includes the full conversation transcript as part of the ticket message, so your team sees everything the visitor wrote. - **Assign to department** - which department gets the ticket (see [below]()). In both text fields, you can click on **Add variable** to insert a contact property or a session variable - for example, the visitor's name. 💡 **Please note:** you need either a **Ticket message** or the **Conversation transcript**. If you untick the transcript and leave the message empty, you'll see "Add a ticket message or include the conversation transcript to continue." ### Choosing a department By default, **Assign to department** is set to **Current conversation department**: the ticket goes to the department the conversation is already in, and to **General** if there's none. You can also pick one of your departments from the list: ![The Assign to department list open in the Create ticket settings, showing Current conversation department with its description and two departments below it, e.g. Billing and Returns]() 💡 **Please note:** departments are available on the **Plus** plan and above. On other plans, the **Assign to department** list is greyed out and the ticket uses the current conversation's department. If a department you picked is deleted later, the action shows "The department previously selected in this node is no longer available." - simply choose another one. Once everything is set, hit the **Activate** button in the editor. That's it\! From now on, every visitor who reaches this step will have their conversation turned into a ticket. ## Further reading - [Flow editor: Actions]() - [Email (Ticketing)]() - [Contact Properties]() - [Departments]()