Create Ticket with an Emoji

Automatically create support tickets by reacting to WhatsApp messages with emoji. Fast, intuitive, and requires zero manual work.

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Overview

How often have you missed a customer message on WhatsApp, only to catch it too late? Good news, you don’t have to manually create tickets anymore. With Periskope, you can simply react to a message, and a ticket will be created automatically. One emoji reaction. Instant ticket creation. Zero context lost.

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How It Works

The workflow is simple. Set up an automation rule that triggers when someone reacts to a message with a specific emoji (like thumbs up 👍). When that emoji is added, a new ticket is automatically created, or the message is attached to an existing ticket. Here’s the complete flow:

• Team member sees an important WhatsApp message
• They react to it with your chosen emoji (e.g., 👍)
• Automation rule triggers immediately
• New ticket is created or message attached to existing ticket
• Ticket appears in dashboard ready for your team to work on

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Setting Up Your Emoji Ticketing Rule

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Step 1: Start a New Rule

Go to “Automation Rules” > Click “New Rule”> Select “Create from Scratch” to build a custom rule for your workflow.

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Step 2: Name Your Rule

Give your rule a clear name. Example: Create Ticket with Thumbs Up or Flag Messages with Heart.

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Step 3: Select Your Trigger

Set the trigger to “New Reaction Added”. This activates your rule whenever anyone adds an emoji reaction to any message.

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Step 4: Define Your Condition - Choose the Emoji

Go to Criteria. Add condition and select “Reaction” as your condition and choose which emoji you want to monitor. A few choices include:

• Thumbs up (👍) - Most intuitive for approvals and important messages
• Heart (❤) - Great for favorite customers or priority issues
• Star (⭐) - Perfect for high-priority or critical bugs
• Fire (🔥) - For urgent or trending issues
• Flag (🚩) - For items that need attention

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Step 5: Set Evaluation Timing

Adjust the Check Conditions After time. This controls how long after someone reacts the rule evaluates. Immediate or 5 seconds is usually best for quick ticket creation.

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Step 6: Choose Your Action

Go to Actions and select “Create ticket or attach message to latest ticket” When triggered:

• If no existing ticket is found, a new ticket is created.
• If a ticket already exists, the message is attached to the latest ticket instead of creating a duplicate.

This helps prevent duplicate tickets while keeping related issues grouped together. You can also choose a specific assignee or distribute tickets automatically using a round-robin method.

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Step 7: Save and Publish

Review your rule. Click Save to store it. Click Publish to activate it. Your emoji ticketing rule is now live.