Create from the inbox
1
Choose a type
The type is required. It loads the form, the default status, sharing rules, and dispositions.You only see active (non-archived) types.
2
Write a title and description
Title is the headline teammates scan in the list. Description is the customer-visible body on shared tickets. Keep the internal recap for summary if you add one later — summary is not shown to customers.
3
Set priority
medium is the default. Use urgent or high when someone is blocked.4
Share, if the type allows it
On back-office types with sharing enabled, a share switch appears. Customer types are always shared. Tracker types never are. See Assign and share.
5
Fill required attributes
Fields marked required for teammate must be filled. Conditional fields appear only when their controlling list value matches. You cannot submit until those visible required fields are complete.
- Assigns the next workspace ticket number
- Puts the ticket in the type’s default in-progress status
- Writes an opening history snapshot (title, type, assignee, filled attributes, and other set fields)
- Opens the ticket in the inbox
What is filled for you
You can change status, assignee, and fields after create.
Creating from a conversation
When you create a ticket in the context of a conversation:- Link that conversation on the ticket so the recording stays attached. See Link conversations.
- If the type has AI autofill on, title and description can be drafted from the conversation. Always read them before you save.
After you create
Assign it
Put a person or team on the ticket so it does not sit unowned.
Move the status
Leave in progress, wait on the customer, or resolve when the work is done.