Create and assign
Manually create a ticket and route it to the right agent.
Most tickets arrive automatically (contact form, chat-to-ticket, email-in). Manual creation is useful when an agent learns about an issue out-of-band — a phone call, a Slack DM, a hallway conversation — and wants the rest of the team to see it.
Creating manually
Tickets → New ticket. Fields:
- Requester email — required. We find or create a Requester for this email. If the visitor already exists in your system from a previous chat or form submission, we link the new ticket to that existing requester.
- Requester name — optional; backfills the existing requester's name if blank.
- Subject — short summary, becomes the ticket title.
- Description — long-form body. Plain text or basic Markdown.
- Priority — low / normal / high / urgent. Default is normal.
- Category — optional. See Categories and priority.
- Assign to — optional. Defaults to you.
Save. The ticket gets a reference (TK-00042 style — globally unique) and lands in the inbox.
Reference codes
References are globally unique across all workspaces — even if you and another workspace both have ticket #42, the references differ (TK-00042 is one of them; the other got a different number). This means a customer pasting a reference into a chat or email always identifies the right ticket regardless of context.
Assigning to a teammate
The Assigned to dropdown in the sidebar shows every active workspace member. Pick one — they get the ticket. You can also assign to nobody (leaves it in the Unassigned queue).
There's no notification-to-assignee yet (planned). Today, assignees see the ticket the next time they open the inbox.
Auto-claim on first reply
Like chat: if a ticket is unassigned and you reply to it, you become the assignee. Saves you a click for the common case of "someone needs to grab this, fine, I'll do it".
Reassigning
Open the ticket, change the Assigned to dropdown, save. The old assignee loses the ticket from "Assigned to me"; the new one gets it.
There's no audit log of who was assigned when — only the current assignee is tracked. If you need history, use an internal note ("Reassigning to @sarah, she set up their integration").