If you have spoken over the phone with a user and need to add a ticket to the system yourself, you can do so by clicking Add Support Ticket.
When adding a ticket, you can select the users from the list if they are already registered. If not, you can create a new user or just leave it unregistered. After that you can select the other ticket options, such as priority and any customized fields. You can also transfer the ticket to another department or assign the ticket to another staff member.
Here you can add the ticket contents as well as internal comments, which will only be seen by people in the department. You can also add up to two attachments. If you want to view additional options for the ticket or add a reminder, click the last two checkboxes. Click Submit to submit the ticket to your help desk.
If you selected to view the optional features or add a reminder, you will see those options on the next page. You can set a date and time for the reminder, and select to have the reminder popup when you enter the staff area after that date.
