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
- 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
- Send Message - Send a message to the
- This will create a ticket where the
initial message is from the agent to
- 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
To create a new ticket or message, go to the Tickets area of your site.
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.
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.
Once you select the relevant customer from the dropdown, their email address will be applied to the customer field.
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.
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.
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.
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
- 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.
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
- 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
📝 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 email@example.com.
For more information, see: Tickets Overview