Most tickets arrive on their own - an email, a chat, a call, a social message. Add Ticket is for the ones that do not: a customer who contacted you outside Pleased, or an issue you need to log on their behalf.
A ticket you add by hand has no incoming message. What you enter on this page is the record.
Search before you create one. The issue may already be in the queue.
Before you begin
You need:
- Access to the Help Desk (a role with ticket view permission).
- The customer the ticket is about - or enough detail to add them if they are not in Pleased yet.
- A category to file it under. Submit stays disabled without one.
Step 1 - Create a new ticket
- Select Help Desk from the main navigation.
- Select Add Ticket.
The page heading is New Ticket.
You can also open the same page from Add in the top bar, then New Ticket. On the Dashboard, Add Ticket appears under Tickets Requiring Attention when that panel is shown.
Step 2 - Set brand, requester, and category
These sit in the left-hand panel. Brand, Requester, and Category are marked required.
- Select the Brand.
- In Requester, type at least three characters of the customer's name, email, or phone, then select them.
- Select the Category.
If the customer is not in the list, select + Add User. The dialog title is Add New User. Enter at least one of Name, Email, or Phone, then select Add. Add stays disabled until one of those is filled.
Hover the info icon beside a selected requester to check the name, phone, and email. Select Edit there if the details are wrong.
Step 3 - Write the subject and the first note
- Enter a Subject. The field allows 100 characters and shows a counter.
The composer under the subject opens on Internal Note. That note is for your team. It is not sent to the customer.
- Write the note. Include what the customer said, what you have already checked, and what needs to happen next.
- Switch to Public Reply only if the first message should go to the customer.
You need one or the other. An attachment on its own is not enough - the reply or the note must contain text.
A public reply cannot be turned into an internal note afterwards.
Step 4 - Set group, assignee, tags, priority, and source
These are optional. Set them when you already know where the ticket should go.
Group - Type at least three characters in Search Group, then select the team
Assignee - Type at least three characters in Search Assignee, or select Take It to assign the ticket to yourself
Tags - Search existing tags. Creating a new tag needs the create-tag permission, and a tag is limited to 30 characters
Priority - Low, Medium, High, or Critical. Leave it unset if you are not sure
Source - How the customer reached you. (Source can be changed only while the ticket is new - after you submit, it is locked)
Step 5 - Submit the ticket
The button reads Submit as New. Open the menu beside it to submit as another status configured for your workspace.
Submit stays disabled until the subject, requester, category, and either a public reply or an internal note are filled. The tooltip reads Please enter all the required fields.
You can select Search and apply template first if a template fits, then edit the text before you submit.
After a successful submit, Pleased opens the ticket and shows its number. Creation triggers still run.
Discard Changes asks All unsaved changes will be lost. Are you sure you want to cancel? Confirming leaves the page. Nothing is saved.
Troubleshooting
I cannot see Add Ticket. Your role needs ticket view permission. Ask an administrator to check your role. The top-bar Add menu is hidden without it.
Submit is disabled. Fill the subject, requester, category, and a public reply or an internal note. The tooltip is Please enter all the required fields. An attachment without text does not count.
The requester search returns nothing. Type at least three characters. Fewer than that does not search. If they are still missing, use + Add User.
I set an assignee and it disappeared. Choosing a Group clears the assignee. Select the group first, then the assignee, or select Take It after the group.
I meant the note for the team, but I used Public Reply. A public reply is visible to the customer. You cannot convert it to an internal note.
Source is wrong and I cannot change it. Source can be changed only on the new-ticket page. It defaults to Phone when that source exists.
The ticket I just added is not in my view. It only appears in views whose conditions it matches. Check brand, category, group, assignee, tags, and the status you submitted as.