Opening a ticket by hand

Tickets normally come into being on their own, from an email or a form. When the request arrives another way — a phone call, someone in person — you open it yourself.

To open a ticket by hand you need to:

1. In the «List» view, top right, «New Ticket».
2. Fill in «Subject» and «Description» — the two mandatory ones — and choose the «Priority» among «Low», «Normal», «High» and «Urgent». If your kDesk uses categories, there is also «Category».
3. Press «Create». «Cancel» goes back to the list without saving.

The ticket is born «Open», in the inbox area (the one marked «catch-all» in the list of areas), with channel «Web». In the summary you find it counted among the «Opened manually».

⚠️ A ticket opened by hand has no customer to reply to by email: the reply to the customer goes to the requester’s address, and here the requester is you. Use it to keep track of work, not to write to somebody.

Questions this guide answers

• how do I create a ticket without an email
• a customer called me, how do I record it
• new ticket
• where does a ticket created by hand end up