How to Create a Ticket for a Client

Introduction

This guide shows how to manually create a HelpDesk ticket on behalf of a client (HelpDesk user) in Easy8. This is useful when a client reports an issue outside email — for example, by phone or in a meeting.

Target Audience

User (HelpDesk Operator)

Prerequisites

Before starting, make sure:

• You have permission to create tasks in a HelpDesk project
• The client (HelpDesk user) already exists in the system
• You know which tracker and priority to use

How to Create a Ticket for a Client

Step 1: Go to the HelpDesk Project

1. Open the project where HelpDesk tasks are managed.
2. Use the top menu or project list to access it.

Step 2: Create a New Task

1. Click the “+” button at the top of the page and choose Create a new task.
2. You can also create tasks via the project homepage, project widgets, or dashboard shortcuts.
3. Select the correct tracker (e.g., Support Request, Bug).
   The selected tracker defines whether the task is considered a HelpDesk ticket.

Step 3: Fill in the Ticket Fields

1. Enter a clear subject and description.
2. Set priority, category, or other required fields.
3. In the Author field:
   • Start typing the client’s name or email.
   • Select the HelpDesk user from the dropdown list.

Step 4: Save and Notify

1. Click Create to save the task.
2. The client will receive a notification email if an email template is set for the tracker/status.

Troubleshooting

Conclusion

Creating a HelpDesk ticket manually is easy. Just be sure to set the correct tracker and Author, and verify your project’s notification templates are in place.

Related Topics and Further Reading

• How to Set Up and Manage HelpDesk Users (How-To)
• How HelpDesk Operators Manage Tickets from HelpDesk Users (How-To)
• How to Configure Email Templates for HelpDesk (How-To)

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