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Overview

The Submit Support Ticket custom tool allows your AI assistant to create and submit support tickets on behalf of users during a conversation. When a user reports an issue that can’t be resolved immediately, the AI collects the details and submits a ticket to your support system.
Submit Support Ticket custom tool

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Use Cases

  • Customer support — Escalate issues the AI can’t resolve
  • Bug reports — Collect technical details and submit automatically
  • Feature requests — Capture and route user feedback
  • Service requests — Create work orders or service tickets

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Setup

1

Create the Custom Tool

In your assistant settings, create a new tool:
  • Name: submit_support_ticket
  • Description: “Submit a support ticket on behalf of the user with their issue details”
  • Parameters: subject, description, priority (optional), category (optional)
2

Set Up the Backend Webhook

Create an inbound webhook in GoHighLevel (or your ticketing system) that:
  1. Receives the ticket data
  2. Creates a support ticket or task
  3. Notifies the appropriate team
3

Configure Your Prompt

Instruct the AI to:
  • Try to resolve the issue first
  • If unable, collect all relevant details
  • Confirm the ticket details with the user before submitting
  • Provide a confirmation after submission
4

Test the Flow

Simulate a support scenario and verify the ticket appears in your system with all details intact.
Add the user’s contact information automatically using variables like {{contact.email}} and {{contact.phone}}.

Update Contact

Update contact information in CRM

Send Summary

Send conversation summaries

Custom Tools Overview

Custom tool fundamentals