# Creating Requests and Tickets from Conversations

Aisera offers out of the box workflows for automated ticket creation and ticket management. Moreover, Aisera can create and update cases in any ticketing system from any conversational channel, such as Slack, Microsoft Teams, or a custom conversational interface.

Incidents or Requests can be automatically created in a variety of ways:

1. User asks the bot a question that the bot is unable to answer, so the bot proactively asks the user if they would like to create a ticket,
2. User is unsatisfied with a conversation, so the bot automatically creates an escalation ticket,
3. Create silent tickets for each Request or Requests that meet specific criteria.

When a ticket is created in the ticketing system, Aisera can then triage the ticket by automatically applying field values and routing the ticket to the correct assignment queue. Optionally, Aisera can be configured to include the conversation history between the user and the bot in the created ticket. Additionally, the bot will ask the user to fill out any required fields in the ticket.

Users can also manage tickets from a conversation in the chatbot, such as,

1. Adding a comment 
2. Viewing all open tickets
3. Closing a ticket

For any custom requirements desired, customers have the ability to edit the Ticket Management workflows in the AI Workflow Studio in the Aisera UI.


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