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Creating Tickets

Create tickets from the chat, from a contact's profile, or using the /new ticket command.

New ticket form

Create via Chat

The quickest way to create a ticket is through natural language.

You
Create a ticket for Sarah Chen about PDF export not working
Outsprint AI
Created ticket #1042 "PDF export not working" for Sarah Chen. Priority is set to Medium and it's been added to the Support Queue.

Outsprint automatically:

  • Sets the pipeline to your default ticket pipeline
  • Assigns the first stage (typically "New")
  • Calculates SLA deadlines based on the ticket priority
  • Links the ticket to the contact and their company

Create via Form

Use /new ticket or click New Ticket to open the full form:

  1. Enter the subject (required)
  2. Add a description with details about the issue
  3. Set the priority (Low, Medium, High, or Urgent)
  4. Select the pipeline (defaults to your default ticket pipeline)
  5. Link a contact (the requester)
  6. Assign an owner (or leave unassigned)
  7. Fill in any custom properties your team has configured
  8. Click Create Ticket

Ticket Sources

Tickets can originate from several channels:

Source How it works
Chat Created through natural language in Outsprint
Email Inbound emails can create tickets (future feature)
Form Form submissions can auto-create tickets
API External systems can create tickets via the API

Automatic SLA Assignment

When a ticket is created, Outsprint automatically assigns an SLA policy based on the ticket's priority. If the contact's company has a custom SLA policy, that policy is used instead of the default.

Note

The SLA timer starts as soon as the ticket is created. Make sure to set the correct priority upfront so the right SLA targets are applied.

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