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 provided 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 disabled by default in the ticket email rules for your queue since many users will only want to allow ticket creation through web form submissions. To enable this feature, you'll want to do two things: 1) remove the top rule "Ignore new ticket emails" using the X on the right side and 2) make sure the final rule "Accept emails for existing tickets" is set to "Accept".

Disabling Ticket Creation by Email for Guests

If you wish to only accept new through web forms and not by email:

• Open the queue's Email Rules settings.
• Change the "Accept" action to "Drop" for "New" tickets. It should be the first rule.
• Save your changes (top, right corner of the page)

Note: Staff can create tickets via email regardless of whether guest email ticket creation is enabled.

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