---
title: "Create Tickets in Salesforce"
description: "Let your agent open a Salesforce case when a customer needs follow-up from your support team, and give them the case number."
---

:::note[Plan]
Available on the **Starter** plan and above. Requires a [Salesforce connection](/docs/integrations/salesforce/connecting-salesforce).
:::

The **Salesforce: Create Ticket** action lets your agent open a support ticket as a Salesforce **Case**, for example when a customer reports a problem the agent can't solve. The agent tells the customer their case number, and your team follows up from Salesforce.

To add it, go to **Build** > **Actions**, select **Create action**, and choose **Salesforce: Create Ticket**.

## When to use

Describe when the agent should create a ticket. The default is:

> Create a ticket when the customer reports a problem you can't solve from your knowledge, or asks to open a support ticket or to be contacted by the support team.

See [Trigger Conditions](/docs/actions/trigger-conditions) for tips.

## Ticket details

| Setting | Default | Description |
| --- | --- | --- |
| **Priority** | Medium | **Low**, **Medium**, or **High**. |
| **Case origin** | Web | The value for the case's Case Origin field. It must match a value in your org's Case Origin picklist, such as **Web** or **Chat**. |

Each case includes:

- A **subject** and **description** the agent writes from the conversation.
- The customer's **name**, **email**, and **phone** (in the Web Name, Web Email, and Web Phone fields), from the conversation, a [verified user](/docs/leads-and-contacts/customer-identification), or a lead the agent collected.
- A link to the customer's Salesforce **Contact**, when Chatvox knows it.
- A note with the Chatvox conversation ID, so your team can find the full conversation in **Logs**.

The agent needs the customer's **email** to create a ticket. If it doesn't have one, it asks for it first.

The agent creates at most **one ticket per conversation**. If the customer asks again, the agent gives them the existing ticket number instead of opening a duplicate case.

## Channels

Create Ticket can run on the **Web widget**, **Public chat**, and **WhatsApp**. It doesn't run in [API conversations](/docs/developers/agents-and-chat). See [Where actions run](/docs/actions#where-actions-run).

## Create Ticket or Escalate to Human?

- **Salesforce: Create Ticket** sends the request to your team's Salesforce, where they already manage support cases. The agent keeps helping in the meantime.
- [Escalate to Human](/docs/actions/escalate-to-human) brings your team into the conversation in the Chatvox **Helpdesk**, through live chat or a Helpdesk ticket.

You can use both, with different trigger conditions.