When the ticket comes from a task you’re already handling on a lead or a conversation, there’s no need to search for the contact by hand: the platform links it for you.
Requirements: Admin or Editor role.
- From a lead’s record: in the Tickets section of the lead’s drawer, tap “Create ticket”. It’s automatically linked to the lead and its contact — you don’t choose anything else (manual 17 · Leads).
- From a conversation: in the inbox’s right panel, tap “Create ticket”. It’s linked to that conversation; if it already has a lead or contact associated, the system fills them in on its own (manual 16 · Conversations).
Result: in both cases, the creation modal shows “Will be linked to: …” instead of the contact selector — you only type the Subject and, optionally, “Assign to” and the initial comment. The resulting ticket can end up showing up to three source chips at once: Contact, Lead and Conversation, when all three are related.
The same lead or the same conversation can accumulate several tickets over time — each pending task is a separate ticket, even if they share the same source.