How a Ticket is created in Helpdesk?

Based on the settings, a new ticket will be created: 1. When a user sends a mail to designated (set up) mail box (See section 7.3 for details)

  1. When a user submits a support web form (See section 7.1 for details)

  2. When a user submits an entry to a synced Gravity form (See section 7.6 for details)

ticket-creation

Ticket Assignee

All the newly created tickets will have the default asssignee as configured in the settings.

Ticket Status

All the tickets will have 'Unanswered' as the default status. More details about the ticket workflow in next section.(See section 3.3 Ticket Workflow for details)

Notifications on Creation

When a new ticket is created, the notifications are sent based on the settings.

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