Create a Ticket on WhatsApp

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The Challenge

You are managing dozens of WhatsApp conversations. A customer sends an urgent message that needs to become a support ticket. You manually copy the details, switch to your ticketing system, and create a ticket. Time-consuming and error prone. Solution: Create tickets directly from WhatsApp messages with a single click. All context preserved. All details pre-filled. Instant.

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How It Works

Creating a ticket from a WhatsApp message is simple:

• Find the message you want to convert into a ticket
• Right-click the message and select “Create Ticket ”
• Fill in ticket details (title, priority, assignment, etc.)
• Click “Create Ticket”

The ticket is created and linked to the conversation, the original message content is automatically included in the ticket, and the ticket remains connected to the full conversation history.

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Getting Started: Find Message and Create Ticket

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Step 1: Find Your Message

Open the WhatsApp conversation in Periskope and locate the message you want to convert into a ticket. This could be a customer request, complaint, feature request, or any message that needs tracking.

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Step 2: Right-Click to Create Ticket

Right-click (or long-press on mobile) on the message. A context menu will appear. Select Create Ticket from the menu options.

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Step 3: Add a Ticket Title

Enter a clear, descriptive title for your ticket. This helps your team quickly understand the issue at a glance. Examples:

• Billing inquiry - customer overcharged
• Feature request - export to CSV
• Account locked - reset password needed
• Payment processing issue - urgent

Avoid vague titles like “Help needed”, “Question”, or “Issue with account”. Specific titles help your team work faster.

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Configure Ticket Details

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Step 4: Set Ticket Status

Choose the initial status for your ticket. Most new tickets start as Open. You can change the status later as your team works on it.

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Step 5: Assign to a Team Member

Choose which team member should handle this ticket. Either assign to a specific person to ensure they see it immediately or leave unassigned for your team queue to pick up. This ensures the right person starts working on it right away.

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Step 6: Set Priority

Define how urgent the ticket is. Priority helps your team focus on what matters most: _ _

• Low - non-urgent, can be addressed when team has capacity
• Medium - Standard request, can be scheduled
• High - Important but not an emergency, should be handled soon
• Urgent - Needs immediate attention, customer is frustrated

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Step 7: Set Due Date

Define when the ticket should be resolved. Due dates help track SLA compliance. For example: Use 1 hour for urgent, 4 hours for high priority, 24 hours for Medium, 3-5 days for low priority.

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Step 8: Add Labels

Labels help organize and categorize tickets. Create labels for:

• channels (Support, Billing, Technical)
• urgency (Urgent, Follow-up)
• or types (Bug Report, Feature Request)

You can add multiple labels to a single ticket and use them later to filter and route tickets.

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Step 9: Add Custom Properties

Custom properties capture additional workflow-specific information like Team assignment, Product category, Customer tier, or Account status. Set these up in Settings > Custom Properties > Tickets, then use them to add context that helps your team understand the issue faster.

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Complete Your Ticket

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Step 10: Create the Ticket

Review all details one final time. Click Create Ticket to finalize. The ticket is now created and automatically linked to the original WhatsApp conversation. Your assigned team member receives a notification immediately and can start working on the issue.