Creating Tickets
Three ways tickets get into Fesk: you make one, an email lands, or a customer submits one through the portal.
From inside Fesk
Click + New Ticket in the top bar, or hit ⌘N (Ctrl+N on Windows). Fill in a title (keep it short, you've got 200 characters) and a description with whatever detail matters. Pick a priority if you know it; Medium is fine when you don't. Assign someone, add labels, save.
The ticket lands in Open.
From email
If you've connected a mailbox (see Email Integration), incoming messages become tickets automatically. The subject becomes the title, the body becomes the description, the sender is recorded as the customer contact, and attachments come through with the message.
Replies on the same thread are appended as comments on the existing ticket, not new tickets. The matching is based on message headers, so it works even if the subject line gets mangled along the way.
From the customer portal
Customers submit through the portal at your workspace's portal URL, title, description, optional category, and attachments. They can also track status and reply from there. Setup details are in the customer portal guide.
The fields
| Field | Required | Notes |
|---|---|---|
| Title | Yes | Up to 200 characters. Aim for something a skimming reader can parse. |
| Description | No | Rich text with Markdown-style shortcuts. Put logs in code blocks for readable monospace formatting. |
| Priority | No | Low, Medium (default), High, Critical. Drives SLA targets. |
| Assignee | No | Leaving it unassigned is fine; team leads typically triage in the morning. |
| Labels | No | For filtering and as conditions in automation rules. |
| Ticket type | No | Custom types are defined per workspace (e.g. Bug, Feature Request, Billing). |