Manually Create a Ticket
Written by Kali Patrick
Updated at August 12th, 2024
A Ticket is a record containing details about a Customer/Contact'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.
Tip: If you’re viewing a Customer’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 a Customer. If the Customer doesn’t exist yet, type their name instead. (You'll be able to select a specific Contact associated with the customer for this ticket later.) Click Create Ticket.
Note: If your customer is new, Syncro directs you to the New Customer page. See Create a Customer. Be sure to click Create Customer 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 Customer 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 Customer. They are also shown in the Customer 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 user and you need to connect with that user 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.