Create tickets and manage support workflows
Follow these steps to create a new support ticket.
Go to Service → Inbox and click the New Ticketbutton. You can also start a ticket from a company, person, or deal record — the form opens pre-filled with that customer.
Type a concise summary of the issue or request into the Subject field. This is the only required field and will be displayed in the ticket list.
Provide additional details about the issue in the Description field. Include any relevant context, error messages, or steps to reproduce the problem.
Choose the initial Status (defaults to Open) and Priority level. Setting the right priority helps your team triage tickets effectively.
Optionally assign the ticket to a team member using the Assigned To dropdown, and link it to an existing contact using the Contact selector.
Click Save to create the ticket. You will be taken to the ticket detail page where you can track progress and add updates.
Complete list of fields available when creating or editing a ticket.
| Field | Description |
|---|---|
| Subject* | A brief summary of the issue or request. Displayed in the ticket list and used for search. |
| Description | Detailed information about the issue, including context, error messages, or reproduction steps. |
| Status | Current state of the ticket: Open, In progress, Waiting on customer, Waiting on internal, Resolved, or Closed. |
| Priority | Urgency level: Low, Medium, High, or Urgent. Determines triage order. |
| Assigned To | The team member responsible for handling this ticket. Can be changed at any time. |
| Contact | The person associated with this ticket. Select from existing contacts in the CRM. |
The detail page provides a full view of a ticket and its history.
Click on any ticket in the list to open its detail page. The detail page is divided into several sections:
Move tickets through the workflow as they are addressed.
Tickets typically progress through statuses in this order:
Two waiting statuses — Waiting on customer and Waiting on internal— sit between In progress and Resolved for tickets that are blocked. Resolved or closed tickets can be reopened, which re-arms their SLA timers. You can update the status inline from the queue or from the open ticket, and every status change is recorded in the ticket history.
Route tickets to the right person on your team.
You can assign or reassign a ticket at any time — inline from the queue list or from the open ticket. Select a team member from the Assigned Tocontrol, or let a queue auto-assign it round-robin. The assignee sees the ticket in their queue when filtering by “Assigned To: Me.” Assignment changes are logged in the ticket history so you can track handoffs.
Track all updates and changes on a ticket.
The activity timeline on the ticket detail page shows a chronological record of everything that has happened on the ticket. This includes: