Create Ticket

The Create Ticket page is the internal agent entry point for opening a new ticket on behalf of a contact, partner, or internal request. The form is split into three tabs (Details, Requester, Media); all three must be valid before the ticket can be created.

Accessing the Page

• Route: /service-desk/tickets/new
• Menu path: Service Desk → Tickets → + (or the New Ticket button on Tickets List)
• Primary audience: Agents and admins with service-desk.manage.

Tabs

The form uses three sequential tabs. Navigation is bidirectional — you can revisit earlier tabs before submitting.

Details

Field	Required	Type	Description
Subject	Yes	Text	One-line title shown in the list
Description	Yes	Rich text	Body of the request; supports markdown / mentions
Priority	Yes	Select	low, medium, high, urgent; default comes from Settings
Source	Yes	Select	portal, email, phone, chat, api; restricted to the enabled sources in Settings
Help topic	No	Select	Selecting a topic auto-fills priority, queue, assignee, and due date from the topic’s defaults — see Help Topics
Assignee	No	User selector	Leave blank to let routing rules resolve
Due date	No	Date / time	Defaults from the help topic’s default_due_offset_hours if a topic is selected

AI Classification

Internal agents can use Classify with AI after entering enough subject or description context. The classifier suggests a priority and, when it can match one, a help topic. Each suggestion is shown as a chip with reasoning and can be accepted or dismissed independently. Accepting a suggestion updates only that field; the rest of the form remains editable.

This operation is configured from AI Models and uses the Service Desk API base.

Requester

The Requester tab selects how the ticket links to a person. Mode determines which sub-fields appear.

Mode	Required sub-fields	Notes
Business partner (bp)	Business partner; optional contact	Use for known partners. Chat-skill-created tickets always use this mode.
Account (account)	Account; optional account user	Use when the requester belongs to a portal account
Manual (manual)	Name; email (if Settings ⇒ require requester email)	Use for ad-hoc or external requesters with no portal record

The Require requester email policy (from Settings → Sources) toggles whether the email field is required in manual mode.

Media

Drag-and-drop or click to attach files. Up to 10 images and 10 documents per ticket. Files are uploaded on Create; if a file fails to upload, the create succeeds and the failed file shows an inline error so it can be retried from Ticket Detail.

Actions

Action	Permission	Description
Create Ticket	service-desk.manage	Submits the form and routes the ticket through any matching routing rules
Cancel	—	Returns to Tickets List

Notes

• The Source dropdown reflects only sources enabled in Settings → Sources. If a source is later disabled, existing tickets keep their original source.
• Choosing a Help topic is a one-shot autofill — once selected, the priority/queue/assignee/due fields are filled but remain editable. Changing the topic afterwards does not retroactively re-apply defaults.
• When Auto-assign is enabled in Settings → Routing and no rule matches, the ticket is assigned according to the configured routing mode (round-robin or priority-first). Manual mode never auto-assigns.
• External users do not see this page. They submit through the external variant of the same form at /service-desk/my/tickets/new, which forces requesterType = account and hides the agent fields.

Related Pages

• Tickets List — list view after creation.
• Ticket Detail — page opened on success.
• Help Topics — controls the defaults applied here.
• Settings — controls enabled sources, default priority, default requester type, and routing.
• AI Models — controls the model used for ticket classification.