Create and Edit a Ticket

Create

1. Open Tickets.
2. Choose the Customer.
3. Enter Subject.
4. Choose Category and Priority.
5. Choose Department and Team when enabled.
6. Assign an Employee or leave the ticket Unassigned.
7. Enter the Initial message.
8. Save the ticket.

Edit

Authorized Staff can update operational fields including Status, Priority, Category, Due date/time, Department, Team and Assigned Employee.

Assignment

Assignment is separate from customer ownership. The Customer identifies who the support request belongs to; Assigned Employee/Team/Department identify who handles it.

Due dates

Use a due date only when it represents a real internal or SLA-related deadline. Overdue filtering depends on the stored deadline.

Customer visibility

Customer-facing messages appear in the Customer Portal. Internal Notes remain Staff-only.