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This action is deprecated. It still works, and it remains the only way to supply ticket details to Create New Ticket - always pair the two. For new automations we recommend an Agent instead, which can decide a ticket is needed and create it in one step with no separate “prepare then create” handoff.If you use this action, make sure a Create New Ticket action follows it. On its own it only prepares ticket data and creates nothing.
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 the data for the new ticket.
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 the reference ticket and applies your custom instructions to decide whether to prepare a new ticket. It reviews the ticket’s content, metadata, and context, then uses your logic to determine the title, board, status, priority, and description when creation is warranted. It explains why a ticket was or was not built and outputs ticket information for the Create New Ticket action. The new ticket’s description automatically includes a reference to the original ticket for tracking.

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Setup

Reference ticket: The ticket that serves as the basis for analysis, usually your trigger ticket. Instructions: Guidance for 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 the current date, time, and weekday (for example “if it’s Friday afternoon, set priority to High”)
  • You can name the Board, Status, and Priority to use, by name or by ID. Neo gives the AI the active boards, statuses, and priorities from your PSA.

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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.”