Converting tickets to service requests

<p id="docs-hc-snippet" style="display: none;">When the service catalog is turned on for a brand, agents can convert tickets into service requests when they are associated with a service catalog item. When a service is set for a ticket, the ticket's form, fields, and requirements are updated to the applicable service request form. This allows agents to convert requests received through other channels, such as email or web form, into service requests.</p><div class="article-banners">
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<p class="p">When the service catalog is turned on for a brand, agents can convert tickets into
service requests when they are associated with a service catalog item. When a service is
set for a ticket, the ticket's form, fields, and requirements are updated to the
applicable service request form. This allows agents to convert requests received through
other channels, such as email or web form, into service requests.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_ewn_wbx_2kc__ul_qtg_ldx_2kc">
<li class="li"><a class="xref" href="#topic_lln_ldx_2kc">Considerations when converting tickets to service requests</a></li>
<li class="li"><a class="xref" href="#topic_pks_ndx_2kc">Converting tickets to service requests</a></li>
<li class="li"><a class="xref" href="#topic_ypv_4dx_2kc">Converting a service request to a ticket</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_ewn_wbx_2kc__ul_dry_4w1_fkc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698" target="_blank">Adding services to your service
catalog</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_ijj_s2k_cgc" target="_blank">Submitting service catalog
requests</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lln_ldx_2kc">
<h2 class="title topictitle2" id="ariaid-title2">Considerations when converting tickets to service requests</h2>
<div class="body">
<p class="p">All tickets associated with brand that has a service catalog turned on include a
<em class="ph i">Service</em> ticket field. Requests submitted through the service catalog are
automatically created with a service request form, but requests submitted through
other channels use ticket forms by default. Adding a value to a ticket's service
field, either manually or with a business rule, converts a ticket to a service
request.</p>
<div class="p">When the ticket form changes to a service request form associated with the selected
service, the following things happen:<ul class="ul" id="topic_lln_ldx_2kc__ul_gnw_ghy_2kc">
<li class="li">The ticket displays the fields configured for the selected service.</li>
<li class="li">Values are retained for fields that are present on both forms.</li>
<li class="li">Required fields on the service request form must be completed before the
ticket can be saved.</li>
</ul>
</div>
<p class="p">A service request can be converted to a ticket by removing the value in the service
field. </p>
<p class="p">You can't convert closed requests from tickets to service requests or vice versa.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pks_ndx_2kc">
<h2 class="title topictitle2" id="ariaid-title3">Converting tickets to service requests</h2>
<div class="body">
<div class="p">Tickets are converted to service requests by adding a value to the ticket's service
field. This can be done automatically, with triggers, or manually by agents. See:<ul class="ul" id="topic_pks_ndx_2kc__ul_sbv_qky_2kc">
<li class="li"><a class="xref" href="#topic_knf_qdx_2kc">Automatically adding a service to a ticket</a></li>
<li class="li"><a class="xref" href="#topic_v5x_rdx_2kc">Manually adding a service to a ticket</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_knf_qdx_2kc">
<h3 class="title topictitle3" id="ariaid-title4">Automatically adding a service to a ticket</h3>
<div class="body">
<p class="p">To use triggers to automatically add a service to a ticket, use the <em class="ph i">Service &gt;
Service</em> action.</p>
<div class="p">
<strong class="ph b">To automatically add a service to a ticket</strong><ol class="ol" id="topic_knf_qdx_2kc__ol_qfq_fry_2kc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722" target="_blank">edit</a> a ticket trigger.</li>
<li class="li">Under <strong class="ph b">Conditions</strong>, specify one or more qualifications the ticket
must meet to be converted to a service request.</li>
<li class="li">Under <strong class="ph b">Actions</strong>, click <strong class="ph b">Add action</strong> and select: <strong class="ph b">Service &gt;
Service | <em class="ph i">Service catalog item</em></strong>, where <strong class="ph b"><em class="ph i">Service
catalog item</em></strong> is replaced with a service from your
service catalog. <p class="p">The the service specified in the action statement's
<em class="ph i">Value</em> field is the value that is added to the ticket's
<em class="ph i">Service</em> field.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_v5x_rdx_2kc">
<h3 class="title topictitle3" id="ariaid-title5">Manually adding a service to a ticket</h3>
<div class="body">
<p class="p">If an agent is working a ticket and determines it needs to be converted to a
service request, they can manually add the service to the ticket as long as it
has a status of new, open, pending, or on-hold.</p>
<div class="p">
<strong class="ph b">To manually add a service to a ticket</strong><ol class="ol" id="topic_v5x_rdx_2kc__ol_o5f_n21_fkc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank"><span class="ph u wysiwyg-underline">Support</span></a>, access a
ticket.</li>
<li class="li">In the ticket properties panel, under <strong class="ph b">Service</strong>, select the service
being requested in the ticket.</li>
<li class="li">Review the fields on the service request form to ensure all required
fields contain values.</li>
<li class="li">Save your change by clicking <strong class="ph b">Submit as</strong> and selecting the
appropriate status.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ypv_4dx_2kc">
<h2 class="title topictitle2" id="ariaid-title6">Converting a service request to a ticket</h2>
<div class="body">
<p class="p">Deselecting a service from a ticket's service field removes the association between a
ticket and the service catalog item and converts it back to a ticket form.</p>
<div class="p">
<strong class="ph b">To manually remove a ticket's service value</strong><ol class="ol" id="topic_ypv_4dx_2kc__ol_osw_cr1_fkc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank"><span class="ph u wysiwyg-underline">Support</span></a>, access a ticket
and set the <strong class="ph b">Service</strong> field to an empty value.</li>
<li class="li">Save your change by clicking <strong class="ph b">Submit as</strong> and selecting the appropriate
status.</li>
</ol>
</div>
</div>
</div>
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