To open a new ticket, click the sidebar menu item Support -> New ticket.

• Select the recipient. (Default is you and you can also set it to none)
• Select a customer
• Select the department
• Select the desired priority
• Add a ticket topic
• Add a ticket message

To and Email are fields automatically, which means you can add from these fields. These fields are only used for preview.

What happens when the ticket is created?

When the ticket is created, the customer will receive an email informing them that a new ticket is open. Email content can be configured from the area Email Templates by going to Configuration -> Email Templates -> New Open Ticket (Admin). This is the email template that will be sent to the customer when the ticket is opened from the admin area directly to the customer.

If you have chosen to assign this ticket to another collaborator, this collaborator will receive a notification telling him that this ticket is assigned to him.

If the staff member to whom you assign the ticket is not part of the department to which the ticket belongs and the option Configuration -> Settings -> Tickets -> Allow staff to only access tickets belonging to personnel services is checked, they will not be able to see it. the ticket.