How are new tickets created?

New tickets can be added either from the staff side or the guest’s side.

Staff Side

Within the 'View Tickets' page of the Ticket module, staff can generate a ticket by clicking the "New Ticket” button located above the ticket grid. Once a ticket has been created, staff can add notes using ‘update ticket’.

Outside of the Ticket module, staff can email the queue directly to add a new ticket. Staff can also add notes to tickets by replying to an email notification. 

Guest Side

Guests can also email the queue directly or use a web form. Guests can add notes to tickets via email by replying to an email notification. Guests also have a restricted ticket management link which you can opt to provide in an email notification or you can yank the link from the email notifications if you don't want guests to access this.

IMPORTANT: Allowing guests to create tickets via email is enabled by default in the ticket email rules for your queue since many users will only want to allow ticket creation through web form submissions. You can disable this if desired.

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