Creating a Ticket

Tickets are the primary records used to track customer requests, questions, incidents, and service work in the Helpdesk.

Before you create a ticket

Make sure you know the customer or requester, the subject of the request, and any information needed by the team that will handle it.

Depending on your Helpdesk configuration, additional fields may be required.

Create a ticket

1. Open the Tickets area.
2. Choose the option to create a new ticket.
3. Select or enter the requester.
4. Enter a clear subject.
5. Add the request description.
6. Complete any required ticket fields.
7. Set the appropriate priority when needed.
8. Assign the ticket to a team or agent if assignment is known.
9. Save the ticket.

What happens after creation

The ticket enters the Helpdesk workflow and can be assigned, updated, replied to, monitored against service targets, and eventually resolved or closed.

Automation and assignment rules may also act on a newly created ticket when those features are configured.

Good practices

Use a subject that clearly describes the issue. Include enough detail in the description for another agent to understand the request without having to reconstruct the original conversation.

Avoid creating duplicate tickets for the same request when an existing ticket can be updated instead.