Creating Your First Ticket
Learn how to create, manage, and respond to support tickets in SimplyTicket. This guide covers both manual ticket creation and automatic ticket generation from emails.
Manual Ticket Creation
Sometimes you need to create a ticket on behalf of a customer — for example, after a phone call or when migrating from another system.
How to Create a Ticket
- 1
Click "+ New Ticket"
Located in the top navigation bar on any page
- 2
Enter Customer Information
Type the customer's email. If they exist, their profile loads automatically. If not, a new profile is created.
- 3
Add Ticket Details
Write a clear subject line and detailed description of the issue
- 4
Set Priority & Assignment
Choose priority level and assign to an agent or team
Automatic Ticket Creation
When customers email your support address, SimplyTicket automatically:
Creates the Ticket
Email subject becomes ticket subject, body becomes description
Links the Customer
Matches email to existing customer or creates new profile
Attaches Files
All email attachments are preserved on the ticket
Threads Replies
Future replies are automatically added to the same ticket
Required vs. Optional Fields
| Field | Required | Description |
|---|---|---|
| Customer Email | Yes | Who the ticket is from |
| Subject | Yes | Brief summary of the issue |
| Description | No | Detailed explanation |
| Priority | No | Defaults to Medium |
| Assignee | No | Can be assigned later or via automation |
| Tags | No | For categorization and filtering |
💡 Pro Tip
Use keyboard shortcuts to speed up ticket creation. Press N from anywhere in the app to open the new ticket form instantly.