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Convert social mention to support ticket

Mentions that match a support-oriented listening rule (or that an agent manually escalates) are turned into Tickets so the support team can respond inside their normal SLA workflow.

When this happens: Rule action fires, or agent clicks Convert to Ticket.

Step by step

  1. 1

    Resolves Contact: if SocialProfileLink exists — use it; else create a Contact stub ().

  2. 2

    Create Ticket with:. Priority from rule (default Medium).

    Attaches the SocialMention activity to the Ticket. Routes the Ticket via the standard support assignment. EasyCRM fires ticket.created outbound event.

Other paths

Dedupe against existing open ticket

If the same author has an open Ticket on the same channel less than 24 h old, the mention is appended as a comment instead of creating a duplicate Ticket.

Good to know

  • Mentions converted to Tickets remain visible in the Social Inbox with a "Ticket #" badge.
  • Closing the Ticket does not retroactively close the mention's auto-followups in the Social Inbox; explicit reply via UC-13.7 is required.