#### New ticket

If you create a new ticket by selecting ticket in new there are three options you have to select. One is department for which you are creating the ticket, another you have to select the channel like email, Facebook, Twitter and selecting if you want create the internal ticket or not.

Creating the new ticket if not selected as the internal ticket:

To: Here if the ticket is not internal ticket the client email address can be added to whom you want to create the ticket.

Add: This option is for adding new client directly while creating the ticket.

Cc: The multiple clients can be attached for receiving the ticket you are creating or the carbon copy of the email will be sent to the recipients added here.

Bcc:It id similar to that of Cc except that the Email address of the recipients specified in this field do not appear in the received message header and the recipients in the To or Cc fields will not know that a copy sent to these address

From: In the drop down there are two emails option like from domain or the staff emails ID you can select while creating the new tickets.

Subject: You can write the subject line with given space.

Search solutions: The knowledge base solution can be added with the ticket by choosing the different solutions available.

Apply macro: The different Macro templates with respect two different department can be used while creating the new ticket.

Assign to: You can assign this newly created ticket to the particular staff in the department you have selected. The assigned to by default is nobody before selecting any other option.

E-mail text area: This is the text area where you can elaborate where you can write, edit, format and link image according to your need.

Attach file/ CI: If you want to add any documents related to the ticket or configuration item along with the ticket you can select it by clicking on its links.

Add comments: The comments can be added while creating the new ticket.

Status/priority/type/location selection: You can select the different status, priority, type or location according to your choice from the given drop down for the ticket.

Send email: This is to directly send this ticket as a email id of the client you are giving while creating the new ticket.

Autoresponder: You can enable the autoresponder for the ticket by checking on the checkbox.

Visible to client: By selecting this, the ticket is visible to the client for whom you are creating this ticket.

As client: This option is if you checked it you can apply SLA rule on the client for whom you are creating this ticket acting as its client.

Schedule ticket: This field is used if you wish to schedule your ticket on particular date and time as well as you can also set the repetition for the schedule.

Creating the ticket if it is internal ticket:

Internal ticket: The ticket can be created within staff by any staff.

From: In the drop down there are two emails option like from domain or the staff emails ID you can select while creating the new tickets.

Subject: You can write the subject line with given space.

Search solutions: The knowledge base solution can be added with the ticket by choosing the different solutions available.

Apply macro: The different Macro templates with respect to different department can be used while creating the new ticket.

Assign to: You can assign this newly created ticket to the particular staff in the department you have selected. The assigned to by default is nobody before selecting any other option.

E-mail text area: This is the text area where you can elaborate where you can write, edit, format and link image according to your need.

Attach file/ CI: If you want to add any documents related to the ticket or Configuration item along with the ticket you can select it by clicking on its links.

Add comments: The comments can be added while creating the new ticket.

Status/priority/type/location selection: You can select the different status, priority, type or location according to your choice from the given drop down for the ticket.