There are situations when a discussion on your community starts public. After a while, the user might feel theirself unconfertible and want to have a private ticket. Another situation might be that the user wants to share private information. To preveting creating a new ticket and forgetting about the discussion, you can transform a discussion into a ticket.
When getting started, make sure you have set up the correct permissions.
Converting a discussion
When you are in a situation you'd like to convert a discussion into a ticket, press the three dots in the overview page and click Convert to ticket. Another way to convert a discussion is by going to the arrow button, next to reply on the discussion page.
Button on the discussion overview
Button on the discussion page
Confirming the conversion
After clicking the button, a confirmation box will appear. After confirming, the discussion will be converted into a ticket.
Ticket status
The ticket will get the status New when there were no replies at the moment of converting. When there were multiple replies by your staff already, it will recieve the Open status. When a topic was closed, the ticket will automatically recieve the Closed status.
Also, to make sure the user is aware of te conversion, the following event post appears:
Discussion Discussion title has been converted into ticket
After converting a discussion into a ticket, the ticket will work as usual.
A converted discussion
