Create a ticket for a customer

Most tickets arrive by email, messaging or the help centre. When a customer calls or writes to you somewhere else, create the ticket yourself.

Create it

1. Choose New ticket in the top bar, or press the shortcut shown in Keyboard shortcuts.
2. Under Requester, search people by name or email. For someone new, choose New person and enter their name and email. If the email already exists, the ticket goes to that person.
3. Add CCs if others should get a copy.
4. Write a Subject and the first message.
5. Pick Public reply to email the message to the requester as the first message of the ticket, or Internal note to keep it for agents only. The requester is not notified of a note.
6. Set the properties: form, group, assignee, type, priority, tags and fields.
7. Choose Submit as and the status.

The context panel shows the requester’s open tickets and customer data, so you can check they have not already written in.

Good to know

• You need an assignee before you submit a ticket as Solved.
• If your role cannot set properties, the ticket starts as New with Normal priority and your routing rules place it.
• The new ticket stays a Draft until you submit. If you leave, ChaosDesk asks before discarding it.
• You can also start a ticket from a customer’s profile with New ticket for this customer.

Related

• Answer your first ticket
• Add CCs and followers
• Manage customers and organizations