Adding a new ticket on behalf of the customer

Typically, customers send an email, and we create a ticket. However, an agent can also create a ticket for a customer.

1. Click on the Add new ticket button.

2. Enter the Subject for the ticket.

3. In the Customer Email box, enter the customer's email address.

4. To copy anyone else on the ticket, type their email address in the Cc box and select it from the list. You can pick an existing customer or use any other email address.

5. If groups have already been created, choose one from the Groups drop-down menu.

6. By choosing the agent from the Agents drop-down, you can assign the ticket to that agent.

7. Fill out the Description box with the ticket's description.

8. Status and priority will be set by default to "New" and "Medium." Agents can change these values.

9. From the category drop-down menu, choose the ticket category.

10. Click on the Save Changes button.

Everyone in Cc is kept on the ticket. When you reply, they're already filled in on the Cc line of your reply, so they receive your first reply and every reply after it. Creating the ticket doesn't email them.