How do I add a ticket for a customer?

You will have a ticket in the queue and the customer will be told.

Before you start

You need the write permission and a plan that includes support. The customer must exist in the CRM; from a customer's page you can arrive with them pre-filled.

Steps

1. Open Support and press Add Ticket.
2. Choose the Customer.
3. Type the Subject (up to 500) and choose the Priority.
4. Choose the Assignee (default is you).
5. Optionally write the Initial Message and add attachments, then submit.

What you will see

"Ticket TKT-… created successfully." The customer gets the "ticket created" email (if they have one) and a bell notification; the assignee, if it is someone else, is notified too.

If something goes wrong

• The first message is stored as the customer's own words.
• If an attachment fails the ticket still exists and the toast says so; retrying reuses the same ticket.
• A restricted agent who clears the assignee will no longer see the ticket afterwards.
• Priority and subject cannot be edited later.