Creating Tickets

Tickets are how you request help, report issues, or ask questions through your AgentDesk portal.

How to create a ticket

1. Sign in to your portal and click Create Ticket.
2. Select a request type from the list. The available types depend on how your portal is configured. Common examples include:
   • Bug Report
   • Feature Request
   • General Question
   • Support Request
3. Enter a title -- a short summary of your issue (for example, "Cannot log in after password reset").
4. Write a description with the details. The more information you provide, the faster your team can help. Include:
   • What you were trying to do
   • What happened instead
   • Any error messages you saw
   • Steps to reproduce the issue (if applicable)
5. Click Submit to create the ticket.

After you submit

Once your ticket is submitted:

• It appears on your Tickets page with a status (typically "Open" or "To Do")
• Your support team is notified
• If AI workflows are enabled, the system may begin analyzing your ticket automatically
• If your portal is connected to Jira, the ticket is synced to your team's Jira project

Request types

Your portal administrator configures which request types are available. Each type may have a different workflow -- for example, bug reports might go through a full analysis process, while general questions receive a quicker response.

If you are unsure which type to choose, select the general or default option. Your team can re-categorise it later.

Tips for effective tickets

• Be specific -- "The export button on the reports page returns a blank file" is more helpful than "Export is broken"
• One issue per ticket -- If you have multiple problems, create separate tickets so each can be tracked independently
• Include context -- Mention the browser, device, or account you were using if it might be relevant