You can set up your email address in Service Cloud so that any incoming customer query or complaint is automatically created as tickets. To learn about setting up your support email addresses, see Setting Up Support Email Addresses.
You can also create tickets manually for any walk-ins or over-phone requests by simply filling out a form.
Creating a Ticket Manually
To create a new ticket manually, follow the steps below:
- In Navigation, go to TICKETS. Then, on the Tickets page, from the NEW menu, select New Ticket.
- On the New Ticket page, fill in the ticket details.
- Contacts: Select the customer from the contacts list. If the customer is not available in the application, you can quickly add the contact using the ADD NEW CONTACT button on the page.
- Subject: Enter a subject for the ticket indicating what the inquiry or issue is about.
- Type: Select a type for the ticket. Service Cloud provides a set of in-built ticket types and enables you to create custom ones.
- Channel: Select the channel through which you received the request.
- Status: Select the ticket status. By default, the ticket status is New.
- Priority: Select the ticket priority. By default, the ticket priority is Low.
- Agent: Select the service agent to assign the ticket.
- Description: Enter the ticket details describing the inquiry or issue.
- ATTACH FILE: Attach files as needed.
- Click on CREATE. After the ticket is created, it appears on the Tickets page where the assigned agent can start working on it.