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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. 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