- On the Tickets tab, click the
 Icon.
The New Ticket window appears. Specify values in the following fields as required.
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All the UI fields are custom fields available in the Accounts, Contact, and Ticket, you can add or remove fields from the UI. |
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| | Field | Description |
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| Scope |
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| Subject | The subject of the ticket. | | Reported By | Name of the person who reported the issue or task pertaining to the ticket. | | Account | Account number associated with the ticket. | Info |
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If the existing accounts are not associated with the ticket, you can create an account. To do so: - In the Account field, click
 .
The New Account window appears. - Specify values in the fields, and then click Save.
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| | Contact | Name of the contact associated with the ticket. | Info |
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If the existing contacts are not associated with the ticket, you can create a contact. To do so: - In the Contact field, click.
The New Contact window appears. - Specify values in the fields, and then click Save.
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| | Description |
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| Description | Description of the ticket. | | General |
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| Label | By default, the label that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the label. | Info |
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You can define labels for a ticket through the Settings tab of the Ticketing Config window. |
| | Components | Component for the ticket. | Info |
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You can define components for a ticket through the Settings tab of the Ticketing Config window. |
| | Priority | By default, the priority that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the priority. | Info |
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You can define priorities for a ticket through the Settings tab of the Ticketing Config window. |
| | Ticket Type | Type of ticket. | Info |
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- The fields that appear on the ticket after it is saved depend on the value in this field, based on the configuration set on the Screen tab of the Ticketing Config window.
- You can define types for a ticket through the Settings tab of the Ticketing Config window.
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| | Status | By default, the status that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the status. | Info |
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You can define statuses for a ticket through the Settings tab of the Ticketing Config window. |
| | Channel | Communication channel from which the ticket was initiated (for example, email, call, SMS, or web).
| | Agent | If an agent creates a ticket, their name appears in this field. | | Agent Team | If an agent creates a ticket and the agent is assigned to an agent team, the name of the agent team appears in this field. | | Original Ticket Number | Original number of the ticket. | | Original ID | Original ID of the ticket. | |
- Click Save.
The ticket is created, and the details of the ticket appear on the Tickets tab.
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- To see the details of each ticket, double-click on the ticket row.
- On the ticket details page:
- You can create another ticket by using the New button.
- You can create a contact, account, task, or comment for the ticket by using the Contact, Account, Task, or Comment option of the New menu.
- You can associate the ticket with an existing contact or account by using the Contact or Account option of the Link menu.
- You can delete the ticket by using the Delete option of the More menu.
- To view the table of tickets, click the Close icon (
 ). - You can create or modify a ticket filter by using the New Ticket View icon () or the Edit Ticket View icon (
 ) next to the search box on the Tickets tab.
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