---
key: create-a-ticket
title: Create a ticket
audience: staff
section: communications/tickets
routes: ["/communications/tickets/new", "/communications/tickets"]
permissions: ["communications.ticket.ticket.create"]
features: ["communications.ticketing"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Start a support ticket by hand, choose its queue and request type, set the priority, and leave a kickoff note for the team.
keywords: [new ticket, support request, open a case, log a complaint, queue, request type, priority, helpdesk]
related: [triage-a-ticket, reply-to-a-ticket, find-a-conversation-across-channels]
---

In the sidebar, open **Communications**, then **Tickets**. The page address is `/communications/tickets`. Press **Create ticket** at the top of the page and the **Create Ticket** page opens at `/communications/tickets/new`.

## Before you start

- Your role needs permission to create tickets. Without it, **Create ticket** does not appear, and opening the page address directly shows the access-denied page.
- Tickets live in queues, and your admin sets up the queues and request types. If **Queue** offers only **Select queue**, there are no queues yet or your role cannot see them. Ask your admin.
- The form has no customer or mailbox field. A ticket created here shows **Unlinked** under **Customer**, and Nova has no mailbox to email a reply from, so it suits internal follow-up work.

## Steps

1. On the Tickets page, press **Create ticket**. If you had a queue or request type picked under **Queue Views**, the form starts with the same choice.
2. Under **Ticket basics**, choose a **Queue**. If your organization has only one queue, Nova picks it for you.
3. Choose a **Request type**, or leave **No request type**. When the request type has a home queue, Nova switches **Queue** to it and the **Routing preview** box names that queue.
4. Type a **Subject** that sums up the issue. It is optional; a ticket without one shows as **Untitled ticket**.
5. Set the **Priority**: **Low**, **Normal**, **High** or **Urgent**. **Normal** is the default.
6. Under **Internal kickoff note**, type any handoff detail for the team. It is optional, and customers never see it.
7. Fill in any extra ticket fields your organization has added. They appear below the note only when your organization has them and your role can see them.
8. Press **Create ticket**. The button reads **Creating...** while Nova saves, then Nova takes you back to the Tickets page with the new ticket open.

## What you see

- The new ticket sits at the top of the **Ticket List**, and its detail opens on the right, headed by its ticket number (for example TKT-12) and subject.
- Its status chip reads **New**, next to the priority and, if you chose one, the request type.
- The kickoff note is the first entry under **Internal Notes**.
- **Queue**, **Assignee** and **Request type** show what you picked. When the queue assigns tickets on its own, **Assignee** is already filled in; otherwise it reads **Unassigned**.
- When your organization uses response deadlines, **SLA** shows the first one.

## If something looks different

- A red box reads **Select a queue for the new ticket.**: pick a queue, then press **Create ticket** again.
- A red box says the request failed: the lists also show queues and request types your admin has switched off, and Nova refuses those. It also refuses a queue whose tickets your role cannot see. Pick another, or ask your admin.
- **Return to ticket workspace** and **Cancel** both take you back to the Tickets page without creating anything.
- You land on Email instead of the form: ticketing is turned off for your organization.

[[route:/communications/tickets/new|Create a ticket]]