Convert the conversation as soon as you know the query needs further investigation or help from the wider team. There is no requirement to convert conversations into tickets, but it is still worth doing for anything ongoing, as it gives both you and the customer better tracking.
Converting a conversation into a ticket does not change the interface for you or for the customer. The customer keeps the original conversation for contact with you, and gains a ticket that shows them where the work has reached.
Create the ticket
To convert the conversation, work from the icons above it.
Click the Convert to Customer ticket icon above the conversation.
Select the ticket type Support ticket.
Complete the ticket fields:
Title: the customer problem in one line.
Description: what is happening, what the customer expected, and what you have already checked.
Impact: Critical, Major, Moderate, or Limited.
Product Feature: The area of the product affected.
Select Convert to ticket.
If escalating to P&E, add your ADO ticket's ID into the "Dev ID" field only after the Support ticket has been created.
Never convert a phone conversation directly
Automated and reusable workflows only trigger on conversations that started as a chat conversation. A ticket converted straight from a phone conversation looks correct but silently loses its workflows, including the Salesforce case workflow.
⚠️ Warning: Do not convert a phone conversation into a ticket. Create a separate conversation, convert that into the ticket, then merge the call record into it.
To raise a ticket from a call, follow this order:
Create a new conversation with the customer, on chat or email.
Add the contact using Manage participants if they are not already on it.
Convert the new conversation into a Support ticket.
Merge the phone conversation into the ticket using Merge into.