Creating Tickets
How to create new tickets manually, via email, or from your CRM
There are several ways tickets enter your helpdesk. You can create them manually, receive them automatically via email, or trigger them from your CRM.
Manual Creation
Click the New Ticket button at the top of the ticket list.
Fill in the ticket details:
- Subject — A short summary of the issue.
- Message — The initial description or request.
- Contact — Search and select the client this ticket is for. If the contact does not exist yet, you can create one inline.
- Priority — Choose Low, Medium, High, or Urgent.
- Department — Assign the ticket to the relevant team (e.g. Support, Billing).
Click Create Ticket. The ticket is assigned a unique number and appears in the ticket list with an Open status.
Inbound Email
Your helpdesk has a dedicated forwarding address. When a client sends an email to that address (or when you forward mail to it), a ticket is created automatically.
- The email subject becomes the ticket subject.
- The email body becomes the first message.
- If the sender matches an existing contact, the ticket is linked to them automatically. Otherwise, a new contact is created from the sender's email address.
You can find your forwarding address in Settings > Email. Set it as a forwarding rule on your support inbox so all incoming mail creates tickets automatically.
From Your CRM
If you have connected your CRM, you can create tickets through CRM workflow actions or from the helpdesk widget embedded in your CRM contact view. This lets your team raise tickets without leaving the tools they already use.
Tickets created from the CRM are linked back to the CRM contact record, so you can always see the full picture in both systems.
Bulk Import
If you are migrating from another helpdesk or need to load historical tickets, you can import contacts and tickets via CSV. See Settings > Import for details.