Within Teamwork Desk you can create a ticket or message for a customer who may have contacted you via other other means such as phone or chat.
Creating a ticket for a customer is helpful for you to keep track of issues that may not originate from a ticket. It also helps the customer as they do not need to send the information again after providing it previously.
To create a new ticket, click on 'Tickets' from the left of the Desk navigation bar:
Select the inbox that you want to create the ticket in and you will then see a '+ New Ticket' option:
When you have selected this you will have the option to choose between creating a ticket or message for the customer:
Note: When you choose 'Send Message' a copy of the ticket will be sent to the customer, which is good to reassure your customer that their issue has been logged. If you choose 'Create Ticket' a copy will not be sent to the customer.
There are various fields to enter when creating the ticket or message as below:
You can find a breakdown of fields above below:
Customer email - Who the ticket/message is being created for.
Subject - Ticket/message subject that will be shown in the inbox.
Editor - You can enter the ticket details here.
Inbox - Which inbox it will be received in.
Type - What type of issue it is:
Source - Where the information for the ticket is being received from:
- Email (manual)
Status - Set the status of the ticket here. This will apply when the ticket is created in the inbox.
Assigned to - You can choose to assign this directly to one of your desk agents or leave it for anyone to pick up.
Tags - Add a tag to help identify the ticket easier
Once you enter the information and select 'Create Ticket' or 'Send Message'.
For more information see: Creating tickets from a form on your website