> ## Documentation Index
> Fetch the complete documentation index at: https://flywheel.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# Create Ticket
> Create Intercom tickets from agent decisions and event context
## How Create Ticket works
Use this tool when an agent should escalate work into Intercom as a trackable ticket. It is useful for support handoffs, success follow-ups, and account risk workflows. The agent evaluates incoming event data and user context to decide whether a ticket is warranted, then populates the title, description, and ticket type using the information available in the run. Created tickets appear in your Intercom workspace immediately and can be routed, triaged, and resolved by your support or success team.
## Configuration
Agent instruction for when to create a ticket and what detail level to include.
Org user to associate with the Intercom ticket.
Intercom ticket type to create.
Ticket subject line.
Main ticket body content with context and requested action.
Account identifiers, lifecycle stage, and ownership context.
Root reason the agent opened a ticket (for example, failed onboarding milestone or urgent customer request).
Specific action for support/success teams to take.
The unique ID of the ticket that was created in Intercom.
The ID of the Intercom user associated with the ticket.
The ticket type that was assigned during creation, matching the configured Intercom ticket type.
Current status of the created ticket. Typically `open` on creation. **Values:** `open`, `pending`, `resolved`, `closed`.
## Use Cases
**High-Value Customer Issues**
```
Title: "Priority Support - {{user.name}} ({{user.tier}})"
Description: "High-priority issue for enterprise customer requiring immediate attention"
Ticket Type: Enterprise Support
Use: Ensure VIP customers get immediate support attention
```
**Payment Failure Escalation**
```
Trigger: payment_failed event with amount > $500
Title: "Payment Failure - {{user.company}} - ${{event.amount}}"
Description: "Recurring payment failed for active account; risk of involuntary churn"
Ticket Type: Billing Escalation
Use: Route payment issues to billing specialists before the account churns
```
**Onboarding Issue Escalation**
```
Trigger: User has not completed setup 7 days after signup
Title: "Stalled Onboarding - {{user.name}} ({{user.company}})"
Description: "User signed up on {{user.created_at}} but has not completed key milestones"
Ticket Type: Onboarding Support
Use: Alert the success team to proactively reach out and unblock the user
```
**Feature Request Tracking**
```
Trigger: Agent detects repeated feature-related feedback in events
Title: "Feature Request - {{event.feature_name}} - {{user.company}}"
Description: "Multiple signals indicate demand for this feature from an active account"
Ticket Type: Product Feedback
Use: Capture structured product feedback and route it to the product team
```
## Best Practices
**Ticket Information**
* Use descriptive titles that clearly identify the issue and include the affected user or account.
* Include relevant context and user information in descriptions so the assignee can act without extra lookups.
* Choose appropriate ticket types for proper routing into the correct Intercom queue.
* Add event IDs or timestamps for traceability back to the originating trigger.
**Automation Triggers**
* Create tickets for high-priority issues that genuinely need human attention.
* Avoid creating tickets for routine, automated issues that resolve on their own.
* Use appropriate thresholds (dollar amounts, time windows, event counts) to prevent ticket spam.
* Deduplicate by checking for existing open tickets before creating new ones for the same user and issue.
**Integration Management**
* Ensure user mapping between Flywheel and Intercom is accurate so tickets land on the right contact.
* Monitor ticket creation rates and adjust triggers as needed to keep volume manageable.
* Coordinate with your support team on automated ticket expectations and SLA alignment.
* Periodically audit ticket types in Intercom to confirm they match your agent configuration.