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Convert social mention to support ticket

Mentions that match a support-oriented listening rule (or that a user manually escalates) become tickets so the support team can respond inside their normal SLA workflow.

When this happens: The rule action fires, or a you choose Convert to ticket and picks the priority and an agent.

How it works

  • Resolves the contact. If the author's profile is confirmed on a contact, that contact. If it is confirmed on a lead only, a contact is made beside the lead from the lead's name, email, phone and job title and holds the ticket; the lead stays as it is (it is not converted, since conversion always creates an opportunity), the author's later social tickets reuse that contact, and converting the lead later can pick it. For an unknown author, a contact stub named from the display name (the @handle when there is none), owner Unassigned, with the author's social profile linked to it at confidence 1.0.
  • EasyCRM creates the Ticket: Subject the first 80 characters of the text (on one line), Description the text, a blank line and the permalink, the chosen Priority (the rule's, or Medium). the contact's company, a number and the SLA deadlines as for any ticket.
  • Sets the owner to the agent the rule or the user chose, who must be an active support agent or admin; with none chosen, the ticket goes to the unassigned queue. There is no automatic assignment.
  • Links the mention's Social activity to the ticket and the contact, and keeps the ticket on the mention.
  • EasyCRM fires ticket.created, and the assignment event when an agent is set, and audits the creation with its source and mention. A manual conversion is also audited on the mention.

Other paths

Dedupe against an open ticket

If an earlier mention by the same author has a ticket created in the last 24 hours that is still open (Open, In progress or Waiting on customer), the new mention is added to it as an internal comment (the @handle and network, the text, the link) instead of creating a second ticket.

Already converted

A mention that already has a ticket returns that ticket; nothing new is made.

If something goes wrong

Agent cannot take tickets

The chosen assignee is not an active support agent or admin; the rule is refused on save, a manual conversion with the error TicketAgentNotPrivileged. Other ticket-creation failures inherit FR-05 error handling.

Good to know

  • Mentions converted to tickets remain visible in the Social inbox with the ticket's number ("TKT-…") as a badge, and the ticket's page shows a "From <network>" badge (for example "From X") that links back to the mention.
  • Closing the ticket does not retroactively close the mention's follow-ups in the Social inbox; an explicit reply via UC-13.7 is required.
  • A rule creates a lead or a ticket, not both; sales and support each get a rule.
  • A backfilled mention never makes a ticket.