Create a ticket on behalf of a customer

1. Open Tickets in the left sidebar and click New Ticket.
2. Enter the Customer email, the Customer name (optional) and a short Subject.
3. Choose a Priority: Low, Normal, High or Urgent.
4. Write the Message. Type / to insert a canned response.
5. Choose how the message is sent: - Send to customer (the default): emails the message to them. - Internal: logs the ticket without emailing the customer.
6. Click Send to customer (or Create internal ticket if you chose Internal).

The new ticket opens in its own tab with a ticket number. Automation rules with the Ticket Created trigger run on it straight away.