Within Teamwork Desk, you can create a ticket or message on behalf of a customer who may have contacted you via other other means such as phone or chat.

The two ticket options available are:

  • Create Ticket - Create a new ticket on behalf of the customer, without notifying the customer.
    • This will create a ticket as if it has been sent by the customer.
    • Note: Agents enrolled in Training Wheels will not have the ticket held for review before being created.
  • Send Message - Send a message to the customer.
    • This will create a ticket where the initial message is from the agent to the customer.
    • The agent's signature will be included in the initial message.
    • Note: If the agent creating the ticket is enrolled in Training Wheels, the ticket can be held for review before being sent to the customer.

To create a new ticket or message, go to the Tickets area of your site.

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Select the inbox that you want to create the ticket in and you will then see an Add New option in the top right corner. Select New Ticket from the dropdown menu.

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Alternatively, expand the inbox in the inboxes navigation pane and click Add ticket below the inbox subsections.

You will have the option to choose between creating a ticket or message for the customer at the top of the ticket form.

As you type the customer's name or email address, a list of matching customers will automatically populate. To view a customers profile from the list, click the i icon to the right of the customers name for more information. 

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Once you select the relevant customer from the dropdown, their email address will be applied to the customer field.

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If the customer name/email does not exist as a customer on your site, you can add the customer details directly from the add ticket form. You can select the Add Customer option from the dropdown or click the email address once you have it typed. This will open the new customer modal where you can add the person's details.

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If you paste an unmatched email address into the customer field, it will automatically be applied. You can click the email address to add the customer details.
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You can click the x to the right of the email address to remove the selected customer and add an alternative.

Once you have the customer selected, you can fill out a subject and message content. At the bottom of the new ticket form, you can set ticket properties such as inbox, source, and status.

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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 created in. 

  • When automatic time tracking is enabled for the selected inbox, a timer will start automatically in the top right hand corner of the new ticket form. 
  • If the inbox you select has any alias addresses set up, you will be able to toggle between these as the sent from address for the new ticket.
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Type: Which type of issue it is - problem, question, request, unspecified , custom.

Source: Where the information for the ticket is being received from - docs, email, email (manual), phone, custom.

Status: Set the status of the ticket here. This will apply when the ticket is created in the inbox.

Priority: Set a priority level for the ticket - none, low, medium, high.

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, select Create Ticket or Send Message (depending on your new ticket form selection).

You can customize the action that should be taken once you press send or create by clicking the arrow to the right of the button.

  • Send and view ticket - go to the ticket you have just created.
  • Send and create another - create the ticket but stay on the new ticket form to create another.
    • The ticket properties selected for the previous ticket will be retained when the form reloads.
    • Note: Ticket properties are not remembered when adding tickets via the quick add menu.
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📝 During your trial period, there will be limits on the number of tickets that can be sent. Tickets and replies will also include a "Sent using Teamwork Desk" watermark in the signature. If you need assistance during your trial, please let us know at support@teamwork.com.

For more information, see: Tickets Overview