Open a CRM ticket on escalation
You want escalations to land as live, actionable tickets your team picks up.
Available on Growth and Pro.Growth & Pro
This guide stays visible on every plan — the feature itself unlocks when your plan includes it. Compare plans.
When the agent hands off on Growth & Pro, it opens a live CRM ticket so your team can take it from there. This is controlled by the Create CRM tickets capability.
Steps
- Go to Integrations and confirm the Create CRM tickets toggle is on.
- Make sure your CRM connection is healthy with Test your CRM connection.
- Set your escalation email as a fallback (see Set transcript & escalation emails and fallbacks).
When on: closed tickets capture every conversation; escalations additionally open a live ticket for follow-up.
Troubleshooting
- Escalations email but don't open a ticket → the Create CRM tickets capability is off, or the CRM connection is failing → check the toggle and run the CRM tester.