[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:108:fr":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":55,"category":59,"relatedArticles":62,"relatedTagsArticles":70},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":52,"tags":32,"includeForAi":19,"authorName":54},108,16,"Adding tickets","\u003Cp>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.\u003C\u002Fp>\u003Cp>A ticket you add by hand has no incoming message. What you enter on this page is the record.\u003C\u002Fp>\u003Cp>Search before you create one. The issue may already be in the queue. \u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>Access to the \u003Cstrong>Help Desk\u003C\u002Fstrong> (a role with ticket view permission).\u003C\u002Fli>\u003Cli>The customer the ticket is about - or enough detail to add them if they are not in Pleased yet.\u003C\u002Fli>\u003Cli>A \u003Cstrong>category\u003C\u002Fstrong> to file it under. Submit stays disabled without one.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Step 1 - Create a new ticket\u003C\u002Fh2>\u003Col>\u003Cli>Select \u003Cstrong>Help Desk\u003C\u002Fstrong> from the main navigation.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Add Ticket\u003C\u002Fstrong>.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The page heading is \u003Cstrong>New Ticket\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>You can also open the same page from \u003Cstrong>Add\u003C\u002Fstrong> in the top bar, then \u003Cstrong>New Ticket\u003C\u002Fstrong>. On the Dashboard, \u003Cstrong>Add Ticket\u003C\u002Fstrong> appears under \u003Cstrong>Tickets Requiring Attention\u003C\u002Fstrong> when that panel is shown.\u003C\u002Fp>\u003Ch2>Step 2 - Set brand, requester, and category\u003C\u002Fh2>\u003Cp>These sit in the left-hand panel. \u003Cstrong>Brand\u003C\u002Fstrong>, \u003Cstrong>Requester\u003C\u002Fstrong>, and \u003Cstrong>Category\u003C\u002Fstrong> are marked required.\u003C\u002Fp>\u003Col>\u003Cli>Select the \u003Cstrong>Brand\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>In \u003Cstrong>Requester\u003C\u002Fstrong>, type at least three characters of the customer's name, email, or phone, then select them.\u003C\u002Fli>\u003Cli>Select the \u003Cstrong>Category\u003C\u002Fstrong>.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>If the customer is not in the list, select \u003Cstrong>+ Add User\u003C\u002Fstrong>. The dialog title is \u003Cstrong>Add New User\u003C\u002Fstrong>. Enter at least one of \u003Cstrong>Name\u003C\u002Fstrong>, \u003Cstrong>Email\u003C\u002Fstrong>, or \u003Cstrong>Phone\u003C\u002Fstrong>, then select \u003Cstrong>Add\u003C\u002Fstrong>. \u003Cstrong>Add\u003C\u002Fstrong> stays disabled until one of those is filled.\u003C\u002Fp>\u003Cp>Hover the info icon beside a selected requester to check the name, phone, and email. Select \u003Cstrong>Edit\u003C\u002Fstrong> there if the details are wrong.\u003C\u002Fp>\u003Ch2>Step 3 - Write the subject and the first note\u003C\u002Fh2>\u003Col>\u003Cli>Enter a \u003Cstrong>Subject\u003C\u002Fstrong>. The field allows 100 characters and shows a counter.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The composer under the subject opens on \u003Cstrong>Internal Note\u003C\u002Fstrong>. That note is for your team. It is not sent to the customer.\u003C\u002Fp>\u003Col>\u003Cli>Write the note. Include what the customer said, what you have already checked, and what needs to happen next.\u003C\u002Fli>\u003Cli>Switch to \u003Cstrong>Public Reply\u003C\u002Fstrong> only if the first message should go to the customer.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>You need one or the other. An attachment on its own is not enough - the reply or the note must contain text.\u003C\u002Fp>\u003Cp>A public reply cannot be turned into an internal note afterwards. \u003C\u002Fp>\u003Cp>\u003Cbr>\u003C\u002Fp>\u003Ch2>Step 4 - Set group, assignee, tags, priority, and source\u003C\u002Fh2>\u003Cp>These are optional. Set them when you already know where the ticket should go.\u003C\u002Fp>\u003Cp>\u003Cbr>\u003C\u002Fp>\u003Cp>\u003Cstrong>Group - \u003C\u002Fstrong>Type at least three characters in \u003Cstrong>Search Group\u003C\u002Fstrong>, then select the team\u003C\u002Fp>\u003Cp>\u003Cstrong>Assignee - \u003C\u002Fstrong>Type at least three characters in \u003Cstrong>Search Assignee\u003C\u002Fstrong>, or select \u003Cstrong>Take It\u003C\u002Fstrong> to assign the ticket to yourself\u003C\u002Fp>\u003Cp>\u003Cstrong>Tags - \u003C\u002Fstrong>Search existing tags. Creating a new tag needs the create-tag permission, and a tag is limited to 30 characters\u003C\u002Fp>\u003Cp>\u003Cstrong>Priority - \u003C\u002Fstrong>Low, Medium, High, or Critical. Leave it unset if you are not sure\u003C\u002Fp>\u003Cp>\u003Cstrong>Source - \u003C\u002Fstrong>How the customer reached you. (\u003Cstrong>Source\u003C\u002Fstrong> can be changed only while the ticket is new - after you submit, it is locked)\u003C\u002Fp>\u003Ch2>Step 5 - Submit the ticket\u003C\u002Fh2>\u003Cp>The button reads \u003Cstrong>Submit as New\u003C\u002Fstrong>. Open the menu beside it to submit as another status configured for your workspace.\u003C\u002Fp>\u003Cp>Submit stays disabled until the subject, requester, category, and either a public reply or an internal note are filled. The tooltip reads \u003Cstrong>Please enter all the required fields.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>You can select \u003Cstrong>Search and apply template\u003C\u002Fstrong> first if a template fits, then edit the text before you submit. \u003C\u002Fp>\u003Cp>After a successful submit, Pleased opens the ticket and shows its number. Creation triggers still run. \u003C\u002Fp>\u003Cp>\u003Cstrong>Discard Changes\u003C\u002Fstrong> asks \u003Cstrong>All unsaved changes will be lost. Are you sure you want to cancel?\u003C\u002Fstrong> Confirming leaves the page. Nothing is saved.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>I cannot see Add Ticket.\u003C\u002Fstrong> Your role needs ticket view permission. Ask an administrator to check your role. The top-bar \u003Cstrong>Add\u003C\u002Fstrong> menu is hidden without it.\u003C\u002Fp>\u003Cp>\u003Cstrong>Submit is disabled.\u003C\u002Fstrong> Fill the subject, requester, category, and a public reply or an internal note. The tooltip is \u003Cstrong>Please enter all the required fields.\u003C\u002Fstrong> An attachment without text does not count.\u003C\u002Fp>\u003Cp>\u003Cstrong>The requester search returns nothing.\u003C\u002Fstrong> Type at least three characters. Fewer than that does not search. If they are still missing, use \u003Cstrong>+ Add User\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>I set an assignee and it disappeared.\u003C\u002Fstrong> Choosing a \u003Cstrong>Group\u003C\u002Fstrong> clears the assignee. Select the group first, then the assignee, or select \u003Cstrong>Take It\u003C\u002Fstrong> after the group.\u003C\u002Fp>\u003Cp>\u003Cstrong>I meant the note for the team, but I used Public Reply.\u003C\u002Fstrong> A public reply is visible to the customer. You cannot convert it to an internal note.\u003C\u002Fp>\u003Cp>\u003Cstrong>Source is wrong and I cannot change it.\u003C\u002Fstrong> Source can be changed only on the new-ticket page. It defaults to \u003Cstrong>Phone\u003C\u002Fstrong> when that source exists.\u003C\u002Fp>\u003Cp>\u003Cstrong>The ticket I just added is not in my view.\u003C\u002Fstrong> It only appears in views whose conditions it matches. Check brand, category, group, assignee, tags, and the status you submitted as. \u003C\u002Fp>\u003Cp>\u003Cbr>\u003C\u002Fp>","2026-09-16T12:55:37.000+00:00",15,"2026-09-17T07:17:43.000+00:00","Kaan Sarilar",[56],{"id":48,"brandId":18,"categoryId":57,"parentSectionId":32,"position":48,"title":58,"description":58,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},5,"Using the Helpdesk",{"id":57,"brandId":18,"position":57,"title":60,"description":61,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Ticket Management","Test 2",[63,66,69],{"id":64,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":65,"titleTranslated":32,"position":64,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},106,"Using Views",{"id":67,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":68,"titleTranslated":32,"position":67,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},107,"Searching for tickets",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},[]]