| Label | Action | Description/Example |
| Requester* | Add a new requester or search for an existing requesting requester. | Requesters are usually users requesting the service. |
| Ticket URL | Easily tracks the progress of requests. | Receive a ticket URL in the acknowledgment email request and visit the self-service portal to view the ticket status and any updates. |
| Reported by | Use the icon to expand this section. Add the reporter's name and email address, if applicable. | Reporters are users reporting the service on behalf of the requester. |
| Priority | Select the priority of the ticket using the dropdown menu. | Priority can be medium, high, or critical, based on the ticket's impact. |
| Impact Service | Select the impacted service. | If the requester's name is not selected, the impact service field will be blank. Services can be made available to selected users, to suit the organizational needs. |
| Service Classification | Select the classification within the impacted service | This is used when a specific service has multiple classifications. For example, if the impacted service is email, the classifications can be connectivity, email configuration, and so on. Leave this field blank if no classifications are defined. |
| Assignee | Select a technician to assign the ticket. | Use the 'Take it' option to self-assign it. |
| Email Notification | Track the Email | Email notifies the assignee about the ticket creation, our feature allows you to track whether the assignee has read the email. The pop-up notification will be automatically closed when the assignee reads the email. |
| Followers | Select a user to add them as followers. | Users who must be notified of the ticket or any changes to the ticket can be added as followers. Use the 'Follow' option to self-follow the ticket. |
| Tags | Select a tag to tag the ticket. | Ticket tags must be predefined in the 'General Settings -> Tag Management module. |
| Subject | Add a subject line for the ticket. | The subject line can be a short summary of the ticket. For example, Unable to sync email, Keyboard not working, etc. |
| Communication/Internal Note | Use the dropdown to select if the content is a part of the communication or an internal note for the technician. | If communication is selected, add the email address in the given textbox. |
| Message | Add the ticket description or the note to your team member in detail. | |
| Add Attachment | Use the action icon to add an attachment to the ticket. | Attachments can include emails, screenshots, etc. |
| Add signature | Customize the signature | Customize signature to tickets, requests, concerns, transitions, and releases. Customize the new signature by copying and pasting any desired images or text or simply typing on a given space. Option to create multiple signatures and choose the one that meets the requirements. |
| IMAP and SMTP | Choose the IMAP from the drop-down | Simplified email communication with IMAP integration. Create a ticket, choose the IMAP option in the communication dropdown, and provide a subject. Once the ticket is created, easily reply to emails directly from the IMAP mailbox associated with the ticket, ensuring seamless and convenient communication. |