Agent can create a ticket for a customer after determining the issue. Here's how :
Subjectfor the ticket
Customer Emailbox, enter the customer's email address.
If groups have already been created, choose one from the
By choosing the member from the
Memberdropdown, you can assign the ticket to a member.
Fill out the
Descriptionbox with the ticket's description.
Prioritywill be set by default to New and Medium. Agents have the option to change the values.
Categorydrop-down menu, choose the ticket category.
A new ticket with the
status "New" will be added to the
Unresolved view. An email confirmation will be sent to the customer's and the assigned member's email addresses.