Create Tickets ============== When a customer messages you over a channel which is fetched by Zammad, a ticket is created automatically (except Zammad recognizes it as a follow-up, then it gets added as an article to an existing ticket). However, there might be cases where you need to create a ticket manually. Examples: - A customer calls you by phone. - You receive a paper letter from a customer. - A customer comes to a physical service desk. - You proactively have to inform a customer by sending out a message. In situations like these, you need to create a new ticket manually and click the ``+`` button at the bottom of the navigation bar. This shows a ticket create screen where you can add all needed information. .. figure:: /images/basics/work-with-tickets/create.png :alt: Screenshot shows the new ticket dialog. :align: center Type ---- In the ticket create dialog, you can choose from different article types: - Received Call: for issues initiated by a customer over the phone. - Outbound Call: for issues initiated by an agent over the phone. - Send Email: for issues initiated by an agent over email. When choosing **Send Email**, the customer receives an email with the title as subject and the text as email content. Title ----- This is the title of a ticket which is shown in many places in Zammad. For example this gets displayed in overviews. It is also used as the subject for email communication. For emails, a ticket identifier is automatically appended (e.g. ``Ticket#901234 - I need help!``). Customer -------- Enter a name or email address of a customer to search for existing accounts. You can even search for organizations and their members. Select an option from the autocomplete menu or create a new customer by clicking the **+ Create new Customer** button. This opens a dialog where you can provide all relevant information of the customer. A ticket can only have one customer. .. figure:: /images/basics/work-with-tickets/search-customer.png :alt: Screenshot showing customer search while creating a new ticket :align: center :scale: 80% Ticket creation with customer suggestion based on search. After setting a customer in the ticket create dialog, the customer sidebar automatically opens. You can see additional customer information including a hint about the currently opened tickets of the customer. .. figure:: /images/basics/work-with-tickets/create-ticket-customer-sidebar.png :alt: Screenshot shows "Customer" sidebar after setting a customer. :align: center Text ---- This is the content section where the currently known details of the issue gets written down. For the "Send Email" type, this is the content/message of the email. .. include:: /snippets/editor-features.rst Ticket Attributes ----------------- As you may know, there are additional ticket attributes such as group, priority and owner that you can set. If you haven't read :doc:`ticket-basics` yet, check it out to learn more. ----- After you provided the relevant information, finally create the ticket with a click on the **Create** button. Read on :doc:`how to find tickets ` and :doc:`how to work with them `.