Create a ticket

Most tickets arrive on their own, from email or your help center. Create one yourself when a customer reaches you another way, such as a phone call.

Create it

1. Choose New Ticket in the top bar, or New Ticket on the Tickets page.
2. Under Customer, pick an existing Contact. If this is someone new, leave Contact empty and fill in Email and Name instead, and Desk adds them as a contact. Phone is optional.
3. Under Ticket Information, enter the Subject. This is the only required field.
4. Add a Description with what the customer told you.
5. Choose the Department, the Ticket Owner (or leave it as Unassigned), and the Priority, which starts at Medium.
6. Set the Channel. It starts as Phone. The choices are Email, Phone, Web, Chat, Forums, Twitter, Facebook, Instagram, WhatsApp, Feedback Widget and Help Center.
7. Optionally set Classification and Product Name, then choose Submit.

The ticket opens in your list like any other. Reply from there: see Reply to a ticket and close it.

Tips

• Starting from a customer's record fills in their name for you.
• If you leave the owner as Unassigned, the ticket shows up under Unassigned Open Tickets, where any agent can take it.
• Priority matters for response targets. See Set response targets and business hours.