Create a ticket for a customer
Start an email conversation with a customer from their profile with Create ticket. Their reply lands in the same ticket, already assigned to you.
Last updated 2 min read
When you need to contact a customer first, start from their profile. You see their history while you write, and their reply comes back to the same ticket.
Before you start
- Who can do this: agents, admins and owners with a confirmed email address.
- Plan: all plans.
- What you need: a customer with an email address, and a connected support email.
Step by step
- Open Customers and press the customer.
- Read their recent tickets and orders on the timeline.
- Press Customer actions (the ⋯ button by their details) and choose Create ticket.
- In New ticket, write a Subject and Message, or use Start from a macro….
- Tick Keep it open (otherwise it waits on the customer) if you still have work to do.
- Press Send. A message confirms Ticket sent.
What happens next
The ticket is created, assigned to you and emailed to the customer. It waits on the customer unless you kept it open. Their reply joins the ticket and reopens it. The ticket also appears on the customer's timeline.
Good reasons to write first
| Situation | Example subject |
|---|---|
| A delay you know about | "Your order is running a few days late" |
| A missing detail | "Quick question about your delivery address" |
| A follow-up | "How is the replacement working out?" |
| After a phone call | "As promised on the phone" |
Before you write
Look at the timeline for open tickets first. If the customer already has an open conversation about the same thing, reply there instead of starting a new ticket, so the history stays in one place and the customer gets one thread rather than two.
Tips
- Read the last ticket first so you do not repeat a question they already answered.
- Keep the subject specific; it becomes the email subject line.
- Use the same customer page later to check whether they replied.
- Add an internal note on the new ticket explaining why you wrote first, so a teammate can pick up the reply without asking you.
Troubleshooting
Create ticket is greyed out
The customer has no email address. See the FAQ above.
"Confirm your email address first (Your account), then start new tickets."
Confirm your own email address first. See Confirm your email address.
"Could not create the ticket"
Something stopped the ticket. Check the details and try again.
Frequently asked questions
How do I start a ticket from a customer's page?
Open the customer, press Customer actions, the menu at the top of their details, and choose Create ticket. The New ticket form opens for that customer. Add a subject and message, or start from a macro, and press Send. The ticket appears in your inbox, assigned to you.
Why is Create ticket greyed out?
The customer has no email address, and new tickets are sent by email. Customers who only chatted or were added with just a phone number cannot be emailed. Ask for their email in chat, or add a new customer with the address, then try again.
Will the customer know the ticket came from a helpdesk?
They receive a normal email from your support address, or from Hushdesk's shared sending address with your store name if your domain is not verified. Their reply comes back into the same ticket in Hushdesk, so the conversation continues naturally.
Does a ticket I start count toward my plan?
New tickets are conversations like any other, so they are handled the same way as tickets customers start. Plans measure monthly conversations and AI answers, and seats are unlimited, so starting tickets for customers never adds a per-person cost.
Can I start a ticket for a customer from the inbox instead?
Yes. Press New ticket at the top of the views rail, or press n, and type the customer's email. Starting from the customer's page saves typing the address and lets you read their history first, which is handy for follow-ups.
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Related articles
- Start a new ticket and email a customer firstWrite to a customer before they write to you. New ticket emails them from Hushdesk, and their replies land in the same ticket, assigned to you.
- Read a customer's profile and historySee everything about one customer on one page, their tickets and orders on a timeline, details, note, tags, customer fields and total spent.
- Add a customer before they write inCreate a customer profile for phone orders, VIPs or wholesale buyers with just a name, email or phone, plus a private note only your team sees.
- Check if a reply was emailedEvery email reply shows a delivery line under it. Learn what Emailed to, Not emailed and Email failed mean, and what to do about each one.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.