How a ticket is created — every route in

Five ways a ticket comes into existence, and what happens in each case.

Customer submits the web form

They choose a category, describe the problem and attach files. The system creates the ticket, matches or creates the customer record, applies routing rules and emails the ticket number.

Customer sends an email

The mail fetcher polls your support address, parses the message, matches the sender to a customer, and creates a ticket in the department that owns that address. Replies to the notification thread onto the same ticket.

A chat becomes a ticket

If the visitor asks something that needs follow-up, or nobody is available, the conversation converts to a ticket with the full transcript attached.

WhatsApp or SMS

An inbound message from a known number opens a ticket on that customer’s record. Staff reply from the ticket screen and the customer receives it in WhatsApp.

Staff create it manually

For a phone call or a corridor conversation. Staff-created tickets are marked as such, so your channel reporting stays honest.