In most cases, tickets are created automatically when a customer reaches out via email, chat, or integrations. However, when an issue arrives through a phone call or informal channel, Agents can manually create a new ticket.
Click the ➕ button in the top bar to open the New Ticket dialog. The default ticket type is Received Call.
Available Ticket Types: #
- Received Call – Used when a customer contacts you via phone
- Outbound Call – For calls initiated by the Agent
- Send Email – To initiate contact with a customer via email
Filling Out the New Ticket Form #
Title
Used as the subject line in all outgoing emails related to the ticket.
Customer
Search by name or email to select an existing customer. You can also search for organizations. Click ➕ Create new Customer to add a new contact if needed. Only one customer can be assigned per ticket.
💡 Once a customer is selected, their profile becomes accessible from the ticket pane.
Text Field
- For phone calls: record call notes (these are not sent to the customer).
- For emails: this becomes the body of your message.
💡 The editor supports rich text, images, and file attachments via drag-and-drop or copy-paste.
Use the 🗊 icon near the title to copy the ticket number (with hook, e.g., Ticket#50071).