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The Build New Ticket action analyzes a reference ticket and your custom instructions to decide whether a new ticket should be created. If creation is warranted, it prepares all the necessary data for the new ticket.
This action is invaluable for automating ticket creation in specific scenarios, such as when a user reopens a previously closed issue or when a complex request needs to be broken down into multiple tickets. It ensures consistency and reduces manual effort by pre-filling ticket details based on your defined logic.
This action is available only as a Triggered action in a workflow.

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Quick start

1

Add the action

Add “Build New Ticket” to a triggered workflow where you want to conditionally create new tickets.
2

Set reference ticket

Choose the ticket that will serve as the reference for building the new ticket (typically the trigger ticket).
3

Write clear instructions

Define your logic for when and how to create new tickets. Be specific about:
  • Conditions for creating the ticket (e.g., “if this is a reopened issue”)
  • How to populate fields (title, board, status, priority, description)
  • Whether to use details from the reference ticket
4

Add Create New Ticket action

Always follow with the “Create New Ticket” action to actually create the ticket in your PSA using the prepared data.

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How it works

This action examines your reference ticket and applies your custom instructions to make an intelligent decision about ticket creation. It:
  1. Analyzes the reference ticket - Reviews content, metadata, and context
  2. Evaluates your instructions - Uses your custom logic to decide if creation is necessary
  3. Prepares ticket data - If creation is warranted, determines all properties (title, board, status, priority, description)
  4. Provides reasoning - Explains why a ticket was or wasn’t built
  5. Outputs structured data - Creates ready-to-use ticket information for the Create New Ticket action
The new ticket’s description automatically includes a reference to the original ticket for easy tracking.

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Setup

Reference ticket: The ticket that serves as the basis for analysis (usually your trigger ticket). Instructions: Detailed guidance for the AI on when and how to create new tickets. Include:
  • Specific conditions that warrant ticket creation
  • How to populate each field (title, board, status, priority, description)
  • Whether to inherit details from the reference ticket or use new values
  • Any time-sensitive logic using current date/time

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What you get

After running, you’ll have structured ticket data ready for creation, detailed reasoning about the decision, and summary information for your Event History. This output feeds directly into the “Create New Ticket” action.

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Common use cases

When customers reply to closed ticket emails, automatically create a new ticket with the same details but marked as reopened. Instructions: “Create a new ticket if the reference ticket is identified as reopening an issue for a closed ticket. Use the same details as the reference ticket and append ‘[Re-opened Ticket]’ to the title.”
Break down complex onboarding requests into separate tickets for workstation setup and software licensing. Instructions: “Create a new ticket if the reference ticket is related to onboarding and mentions that the customer needs a new workstation. Use the same details but change the title to ‘New Workstation for [customer_name]’.”
When diagnostics reveal remote resolution isn’t possible, automatically create a field service ticket. Instructions: “Create a new ticket if the reference ticket indicates an issue that cannot be resolved remotely and requires an on-site visit. Mark as High Priority, assign to ‘Field Services’ board with ‘Scheduled’ status.”
After resolving certain types of issues, create follow-up tickets for preventive maintenance. Instructions: “Create a follow-up maintenance ticket if the reference ticket involved hardware replacement or critical system repair. Schedule it for 30 days out with ‘Preventive Maintenance’ title.”

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Best practices

The more detailed and clear your instructions are, the more accurately the AI will build the new ticket. Provide clear conditions for when to create the ticket and exactly how to populate each field (title, description, board, status, priority).
Instruct the AI to use information from the reference ticket (company, contact, original description) when appropriate for the new ticket. This ensures consistency and maintains important context.
You can explicitly tell the AI which Board, Status, and Priority to use by name or ID within the instructions. The AI has access to all available options in your PSA configuration.
The “Build New Ticket” action only prepares the data for a new ticket. You must use the “Create New Ticket” action afterwards to actually create the ticket in your PSA. This two-step process allows for validation and flexibility.
Test your workflow with various reference tickets and instruction sets to ensure it behaves as expected in different scenarios. Use the Event History to review the AI’s reasoning if tickets aren’t built as expected.
The AI has access to current date, time, and weekday. You can use these in your instructions for time-sensitive logic (e.g., “If it’s Friday afternoon, set priority to High” or “Schedule for next business day”).
If the AI isn’t building tickets exactly as you want, refine your instructions. Small changes in wording can significantly impact the outcome. Review the reasoning messages to understand the AI’s decision-making process.

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Example workflows

  1. Trigger: New email received on closed ticket
  2. Build New Ticket - Instructions: “Create reopened ticket with same details, append ‘[Re-opened]’ to title”
  3. Create New Ticket - Actually creates the ticket in PSA
  4. Notify Internal Team - Alert team about reopened issue
  5. Result: Seamless handling of customer follow-ups on closed tickets
  1. Trigger: New ticket created with onboarding keywords
  2. Build New Ticket - Instructions: “If mentions workstation, create separate workstation setup ticket”
  3. Create New Ticket - Creates the workstation ticket
  4. Build New Ticket - Instructions: “If mentions software, create separate licensing ticket”
  5. Create New Ticket - Creates the licensing ticket
  6. Result: Complex requests automatically split into manageable tasks
  1. Trigger: Ticket status updated to “Requires On-Site”
  2. Build New Ticket - Instructions: “Create high-priority field service ticket for on-site visit”
  3. Create New Ticket - Creates the field service ticket
  4. Assign Ticket - Assign to field technician
  5. Result: Automatic escalation to field service when remote resolution fails