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.
  • 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.
To create a new ticket or message, select the Tickets tab at the top of your Desk site.

Image Placeholder

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.

Image Placeholder

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

There are various fields to enter when creating the ticket or message, such as customer, message, inbox, and assignee.

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

Image Placeholder

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

Image Placeholder

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.

Image Placeholder

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. If automatic time tracking is enabled for the selected inbox, the timer will start automatically in the top right hand corner of the new ticket form. 

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.

For more information, see: Tickets Overview