Documentation Center
Manually Create a Ticket
A Ticket is a record containing details about a End User's need for services. As such, a Ticket is always connected to the person making the request.
There are multiple ways to create tickets automatically, including from inbound emails and from the system tray, and you can create tickets manually in Syncro too. Depending on your internal processes, you may need to create tickets on the fly.
You can read on, or watch this short video to learn more:
Tip: If you’re viewing an Organization's Details Page (for example, while on the phone with them), you may find it easier to create a ticket from the Tickets section of that page:
To manually create a new Ticket, follow these steps:
- Select the Ticket's tab from the tab bar, then click +New Ticket.
- Select an Organization. If the Organization doesn’t exist yet, type their name instead. (You'll be able to select a specific End User associated with the Organization for this ticket later.) Click Create Ticket.
Note: If your Organization is new, Syncro directs you to the New Organization page. Be sure to click Create Organization And Ticket.
- On the New Ticket page, complete the BASIC INFO.
Quick Tips for BASIC INFO Ticket Fields
The fields you'll complete when creating a ticket depends on the workflow you choose. Most workflows consider the following:
- Which fields are visible to the Organization when a ticket is created, and
- Which fields/defaults are configurable.
When the ticket is created, the Title and Description are included in the email to the End User. They are also shown in the End User Portal. See also “Using Canned Responses.”
The fields that are configurable and you can set defaults for in Admin > Tickets - Preferences and places within Syncro include: Issue Types, Due Dates, Custom Field Types—which typically represent different types of tickets, Default Assigned SLA, and Default Tech.
See Ticket Fields Reference for more details about each Ticket field.
Click Ticket Appointment to create an appointment at the same time. An example could be if the ticket is to onboard a new End User and you need to connect with them during the process.
Using Canned Responses
You can populate the Description with a canned response using the Canned Response icon near the Description field: 
. This opens the Insert Canned Response window:
Click Modify to update your canned responses, or find them in Admin > Tickets - Canned Responses.
Notes:
- Any custom fields you created for Tickets display at the end, after the standard fields.
- Select an existing asset to associate with the ticket. If one doesn’t exist, click Create New Asset instead. Additional fields display to help you add assets.
- Click Create Ticket. Syncro creates a number for the ticket and displays that Ticket's Details Page.