Your First Ticket

Learn how to create, assign, and manage your first support ticket

Quick Start Overview

What you'll accomplish in this guide

Create Ticket

Fill out ticket form

Assign Agent

Route to support team

Communicate

Add updates and notes

Track Progress

Monitor to resolution

1Creating Your First Ticket

Start by creating a new support ticket

Access Ticket Creation

1Navigate to your dashboard
2Click the "Create Ticket" button in the header
3Or use the floating "+" button on the bottom right

What You'll Need

Clear title describing the issue
Customer who reported the issue
Detailed description of the problem
Priority level (optional)
Attachments or screenshots (optional)

Pro Tip: Use clear, descriptive titles like "User cannot login to dashboard" instead of vague titles like "Login issue". This helps with organization and searching later.

Example Ticket

Title: Email notifications not being received

Customer: ACME Corporation

Priority: High

Description: Customer reports that email notifications for new tickets have stopped working since yesterday. They have checked spam folder and email settings appear correct.

2Filling Out Ticket Details

Complete the ticket form with all necessary information

Required Fields

Title:
Brief, descriptive summary (max 100 characters)
Customer:
Select the customer organization reporting the issue
Description:
Detailed explanation of the problem or request

Optional Fields

Priority:
Low, Medium, High, or Critical
Assignment:
Assign to specific agent or team pool
Due Date:
Set deadline for resolution
Template:
Use predefined templates for structured data

Priority Guidelines

CriticalSystem down, major functionality broken

HighImportant feature not working, affects multiple users

MediumStandard requests, minor bugs

LowEnhancement requests, cosmetic issues

3Assignment and Routing

Route the ticket to the right person or team

Direct Assignment

Assign directly to a specific support agent

Best for: Known experts

Team Pool

Assign to a team pool for distribution

Best for: General issues

Auto-Assignment

Let the system route based on rules

Best for: Automated workflow

Assignment Options

Assign to Yourself

Take ownership of the ticket immediately

Assign to Specific Agent

Route to someone with relevant expertise

Assign to Pool

Let team members claim available tickets

Leave Unassigned

Assign later or let auto-assignment handle it

4Working on the Ticket

Track progress and communicate with the customer

Status Updates

New

Ticket just created, not yet assigned

In Progress

Agent is actively working on the issue

Waiting

Awaiting customer response or external action

Resolved

Issue fixed, awaiting customer confirmation

Communication Types

Public Comments

Visible to customers - use for updates and questions

Internal Notes

Team-only - use for investigation notes and coordination

Time Tracking

Track time spent for billing and performance metrics

Best Practice: Keep customers informed with regular updates, even if you're still investigating. A simple "We're looking into this and will update you by end of day" goes a long way.

5Resolution and Closure

Complete the ticket lifecycle properly

Resolution Process

1Implement the solution
2Test that the fix works
3Change status to "Resolved"
4Send solution details to customer
5Wait for customer confirmation
6Close ticket when confirmed

Resolution Communication

Sample Resolution Message

"Hi [Customer Name],

I've identified and resolved the email notification issue. The problem was caused by a recent server configuration change that affected the email delivery system.

What I did:
• Restored the email server configuration
• Tested notification delivery
• Verified all email types are working

You should now receive email notifications normally. Please let me know if you experience any further issues.

Best regards,
[Your Name]"

Closure Checklist

Solution implemented and tested
Customer notified with details
Customer confirmed resolution

Time tracking completed
Internal documentation updated
Ticket status set to "Closed"

Next Steps

Continue learning and improving your support skills

Create Another Ticket

Practice with more tickets to build confidence

Learn About Templates

Use templates for faster, more consistent ticket creation

Time Tracking Guide

Learn to track time for better performance metrics