If a client is missing from SKU lookup, or you cannot look up SKUs for that client, say so in this chat. That files a ticket. You do not need to ask us to send one.
What to say
The client name
That you need them for SKU lookup (or orders)
Whether it is blocking a live order
If you do not have an order number, still ask. We will file it with what you have.
If you submit the order by hand
That gets today's order through. It is not the fix. Ask us to add the client going forward. The assistant files the ticket and leaves it open. It does not mark the chat resolved because you found a workaround.