Manually Create a Ticket
Table of Contents
A Ticket is a record containing details about a user's need for your services. As such, a Ticket is always connected to a person making the request (i.e., the End User/Contact at a Customer Organization).
There are multiple ways to create tickets automatically, including from inbound emails and from the system tray, and you can create tickets manually in Syncro too. Depending on your internal processes, you may need to create tickets on the fly.
Read on, or watch this short video to learn more:
Tip: If you’re viewing an Organization's Details Page (for example, while on the phone with them), you may find it easier to create a ticket from the +New button in the Tickets section of that page:
Create a Ticket
To manually create a new Ticket, follow these steps:
- Navigate to the Tickets tab.
- Click +New Ticket.
- Start typing the name of an Organization, then select the appropriate one.
Note: If the Organization doesn’t exist yet, type a name for them. When you click Create Ticket, the system will take you to the New Organization page where you can supply more information. When finished, click Create Organization And Ticket. - Click Create Ticket.
- On the New Ticket page, complete a least the required fields in the BASIC INFO section. (See Ticket Fields Reference for details.)
- Click Create Ticket. Syncro creates a number for the ticket and displays that Ticket's Details Page.
Use Different Ticket Workflows
The fields you'll complete when creating a ticket depend on the workflow you choose. By default, new tickets use the default, which is called “Original Ticket Workflow.”
Click the Choose Different Workflow button at the top of the New Ticket page to see the available workflows:
Tip: You can create your own Ticket Workflows at Admin > Tickets - Ticket Workflows. See Use Ticket Workflows for more information.
Ticket Fields Reference
The table below describes the fields available out of the box when you create a new Ticket.
| Field Name | Required? | Description |
|---|---|---|
| Ticket Title | Yes | When the ticket is created, the Title is included in the email to the End User. It is also shown in the End User Portal. |
| Issue Type | Yes | Select from a pre-defined list of Issue Types. Add and remove Issue Types in Admin > Tickets - Preferences. |
| Priority | No | Select from 0-Urgent, 1-High, 2-Normal, 3-Low. |
| Complete Issue Description | Yes |
When the ticket is created, the Description is included in the email to the End User. It is also shown in the End User Portal.
You can populate the Description with a canned response using the Canned Response icon near the Description field:
Click Modify to update your canned responses, or find them in Admin > Tickets - Canned Responses. |
| Don’t Email | No | If you uncheck this box but the Customer is set up NOT to receive emails, they still won’t receive any emails. |
| Due Date | No | If you checked the "Enable Due Dates" box in Admin > Tickets - Preferences, the Due Date will automatically populate. |
| Tech | No |
The Tech field defaults to the person creating the ticket. To prevent automatically assigning the ticket to the creator, check the “Tech Assignment Defaults to Blank When Creating New ticket” box in Admin > Tickets - Preferences.
If you checked the “Automatically Assign Technicians To Unassigned Tickets When They Respond” box in Admin > Tickets - Preferences, the Tech field defaults to the first technician who replies to the ticket (if it is unassigned). |
| Assigned Customer Contact | No | Select the End User/Contact to associate the ticket. This is a best practice you should strive to follow. |
| Create New Contact | N/A | If the End User doesn’t exist yet, click this button to open the New Contact window. A Name and Email address for the end user are required fields. |
| Ticket Appointment | N/A | Click this button to display additional fields that enable you to create an appointment associated with the ticket. An example could be if the ticket is to onboard a new End User and you need to connect with them during the process. See also: Create an Appointment. |
| Additional Emails to Notify for Comments | No | Add email addresses of other people that should be notified with ticket updates. |
| Is Work Approved to Proceed? | No | This field only appears if you enabled the Progress Widget in your Ticket Settings. See also: Ticket Settings Reference. |
| Is Work Pre-Diagnosed? | No | This field only appears if you enabled the Progress Widget in your Ticket Settings. See also: Ticket Settings Reference. |
| Tags | No | Select from or add any Ticket Tags. See also: Work with Ticket Tags. |
| Custom Field Type | No | Any custom field type/custom fields you create for Tickets display here (at the end of the BASIC INFO section, on the right side). See also: Custom Fields for Assets & Tickets. |
| Assigned Contract | No | Defaults to the Contract assigned to the Customer Organization. |
| Assigned SLA | No | Defaults to the Service Level Agreement (SLA) assigned to the Customer Organization. |
| Search Existing Assets | No | Select from the Customer Organization's list of existing Assets. These are also displayed in the Organization Details Page in the Assets section. |
| Create New Asset | N/A | Click this button to display additional fields that enable you to create an asset associated with the ticket. You can provide an Asset Name and Serial Number. The Asset Type is required and may display additional fields. See |
. This opens the Insert Canned Response window: