Creating tickets

Most Tickiti tickets are raised by customers via email or the support portal. This article covers the cases where you, as staff, need to create a ticket from scratch — for example to log a phone call, capture an internal task that the team needs to track, or follow up on something a customer mentioned in passing.

Starting a new ticket

From the ticket browser, click the envelope-with-plus icon in the top-right corner. Tickiti creates a draft ticket and drops you straight into it:

The new ticket is automatically saved into the Drafts perspective until you send it — you cannot lose work just by closing the tab.

Filling in the ticket

1. Subject — the box marked A subject is required …. Write something concise enough to scan in a list.
2. Body — the response composer underneath. Write the first message: an outline of the situation, with any details, references, or links you have.
3. Attachments — click the Attach tab at the bottom of the side panel to reveal the dropzone, then drop files in if relevant.
4. Add participants — the Participants tab at the bottom of the side panel opens by default. Click the person-add icon to add the customer’s email so they receive the ticket.
5. Set priority, queue, assignee in the side panel. See Ticket status and priority and Assignment and queues.

Sending the ticket

The post button below the side-panel fields posts the ticket once the required fields are filled. Its label depends on what you have written:

1. Save appears when the body is empty — it just stores the draft so you can come back later. No notifications go out.
2. Send appears as soon as you have typed something in the body. If you chose a public response type, Tickiti notifies any participants by email. If you chose a staff response type, the ticket exists internally only.

While the form is incomplete the button shows a yellow validation hint instead — Queue required, Response type required, etc. — pointing at the field still to set.

Saving as a draft

You don’t need to do anything specific to save — Tickiti autosaves the draft as you type. To find your drafts later, switch to the Drafts perspective in the left-hand panel. Drafts have their own ticket numbers but are invisible to anyone else.

Discarding

If you started a ticket and decide it isn’t needed, click the close (×) icon at the right of the editor toolbar — that throws the draft away. You can also batch-delete drafts from the Drafts perspective by ticking their selection circles and using the bulk-action header.