Before starting to explore Zendesk Support, follow this guide to create your first ticket. This article provides a step-by-step guide to analyze and explain all the steps necessary to create a support ticket.We recommend reading How to use our troubleshooting guides before starting. For further issues with tickets, see Ticketing troubleshooting guide.
- create ticket
- ticket properties
- subject and body
- submit button
Create the ticket
Using the Add+ button to create a new ticket
In normal circumstances, when you receive a request in your account, a new ticket is automatically created. However, there are certain times when you need to create a ticket on behalf of your customer.
To proactively create a ticket from within your Support account
- Open your Support account and locate the +Add button.
- A menu appears when you hover over the button. Select Ticket.
- Fill in all the necessary information on the ticket:
- the Requester field, which is your customer's contact information.
- the Subject of the ticket.
- the Public reply field if you are creating a public ticket for the end user, or the Internal note field if private ticket creation is enabled and you don't want the ticket to be visible to the end user.
- any other necessary ticket field of your workflow.
- Click the Submit as button and select the most appropriate ticket status.
If you do not click the Submit as button, the ticket is not created and you see the All unsaved changes will be lost. Are you sure you want to continue? message.
Walk through the empty ticket interface
Getting familiar with the ticket fundamentals
Now that you created your first ticket, you can explore the features offered in the ticket interface. Watch the video below for a walk through the interface.
For more information about the features described in the video, see the articles listed below.
- Viewing customer context in a ticket
- Updating ticket requesters and organizations
- About ticket fields
- Applying ticket forms to tickets (Professional Add-on and Enterprise)
- Enabling attachments in tickets
- Enabling formatting options for agents
- Using macros to update tickets
- Managing your installed apps
The ticket properties tab
Learn how to set up the ticket info
As the previous video shows, the ticket properties tab () allows you to see more information about the ticket you have currently opened.
- The Assignee field can be an agent or a group of agents. Use the Take it feature to manually assign the ticket to yourself (see Manually assigning a ticket to yourself, another agent, or a group).
- The CCs field allows you to copy other users in your tickets so they also receive your notifications. For more information, see Using CCs, followers, and @mentions.
- You can apply ticket forms to your tickets under Form if you have the Professional Add-on or if you are in the Enterprise plan.
- The field Tags lets you add specific words to your ticket to for example categorize them (see About tags).
- You can add any custom ticket fields to your ticket to collect additional information about the request. For more information, see Viewing your ticket fields.
The subject and body
Just like an email, but different
Just like an email, most of the tickets have a Subject field. If you create the ticket on behalf of the customer, the subject is required. If the request is created by the end user, the subject is the same subject used in the email's subject.
If the customer sends an email to your account, the content of their email becomes the Description of the ticket.
You can then reply to the customer by adding a Public reply or you can add an Internal note that is only visible to agents (see Adding comments to tickets).
For more information, see the articles listed below.
Where is the send button?
Learn how to send an email
In Zendesk Support, the send button is the Submit as button. You can find this button at the bottom right-hand corner of your ticket. When you click the button, select the status applied to the ticket upon submission.
By selecting a ticket status, the ticket is updated and your message is sent provided you have the right triggers in place.