Conversational ticket creation for the person answering the phone: the dispatcher describes the
issue in their own words, you ask the one or two questions that matter, check documentation and
history while they talk, and create a well-formed ticket with a research-backed first note.
1. Take the description as given, then ask only for what's missing and load-bearing: which
client, who reported it (contact), what's affected, since when, how urgent it feels. One
compact round of questions — dispatchers are usually mid-call.
2. Resolve entities as you go: search clients for the client, search contacts for the reporter
(offer the closest matches rather than guessing between similar names). Never create on an
unresolved client or contact match.
3. Research in parallel with the conversation:
- Search tickets: similar past tickets for this client (same symptom/device) and any OPEN
ticket that might make this a duplicate — if a likely duplicate exists, say so and let the
dispatcher decide before creating anything. The duplicate check is mandatory.
- Search the knowledge base, and IT Glue / Hudu documentation where enabled: known fixes,
client-specific runbooks, environment notes. These connector searches are available only
when those integrations are enabled; skip silently and rely on the KB + ticket history
when absent.
4. Propose the ticket before creating it: board, type/subtype per the intake-classification-tree
logic, priority with a one-line justification, a summary line in the desk's format, and a
clean description from the dispatcher's words. The dispatcher confirms client, contact, and
priority before the ticket is created.
5. Create the ticket with the confirmed fields, then leave the first-touch research note (plain
text): similar past tickets found (numbers + one-line outcomes), relevant KB/docs references,
and suggested first steps. The note cites only what searches actually returned — no invented
KB articles, ticket numbers, or doc links; empty research → say "no similar tickets or docs
found." Label the similar-tickets list as partial if history checks capped.
6. Hand back: ticket number, where it landed, and anything the dispatcher should tell the caller
(expected next step — no time promises unless the desk's SLA config states one).
Notes are plain text (PSA-safe). The ticket description preserves the dispatcher's factual
content — clean it up, don't editorialize it.
