Create a ticket

Start a support ticket by hand, choose its queue and request type, set the priority, and leave a kickoff note for the team.

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.

Create a ticket