---
title: "Create a ticket and answer the customer"
description: "Open a new ticket in the CloudFly Helpdesk console, answer the customer on its timeline, leave an internal note for your team, then resolve the ticket."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/ticket/tao-va-xu-ly"
---

This page takes one ticket the whole way round: from the moment you open it to
the moment the customer has an answer and the ticket is closed.

## Goal [#goal]

The workspace holds a ticket with an `HD-XXXX` reference, filed under the right
department, carrying at least one reply sent to the customer, sitting at
status **Done**.

## Before you begin [#before-you-begin]

* An account that may write on tickets: the **administrator** role, or the
  **Tickets role** field set to **Admin (can write)**. Without it the console
  hides the **New Ticket** button and blocks the `/tickets/add` route.
* At least one department, because **Department** is required on the form.
* The customer's email address, or a contact that already has a portal account.
* The two permission axes are explained in [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen).

## Steps [#steps]

1. Open **Tickets** → **All** in the navigation column. Press **New Ticket** at
   the top right.
2. Fill **Title** with a sentence describing the work to be done, not a greeting.
3. Pick the customer in **Contact** if that person already has a portal account.
   If not, leave it empty and fill **Client Email** instead.

   ![The new ticket form with Title filled in, an empty Contact box and customer@example.com typed into Client Email](https://helpdesk-docs.svr1.feedapp.click/images/docs/ticket/tao-va-xu-ly/01-bieu-mau-tao-phieu.en.webp)

   *The creation form after the title and the customer address are in.*
4. Write the **Description**. Attach files with **Add Files** when the customer
   sent a screenshot or a log.
5. Set **Priority** to one of **Low**, **Medium**, **High** or **Urgent**, then
   pick the **Department**. Press **Create Ticket**.
6. The console opens the new ticket. Type your answer on the **Public Reply** tab
   and press **Send** — the customer reads this one.
7. To brief a colleague instead, switch to the **Internal discussion** tab. Entries
   posted there carry the **Internal** label and never reach the customer.
8. When the work is finished, press **Resolve** at the top right. The button turns
   into **Reopen** in case the customer comes back with more.

## Verify [#verify]

Under the ticket title sits a reference of the form `HD-0001`, drawn from a
shared counter, so no other ticket carries it. The **Ticket Details** panel on
the right reads **Status: Done**, with **Department** set to the team you
picked.

Reopen **Tickets** → **All**: the ticket is in the list and its **Last Reply**
column carries the moment you pressed send.

## Troubleshooting [#troubleshooting]

| Symptom                                                                            | Cause                                                  | What to do                                                                      |
| ---------------------------------------------------------------------------------- | ------------------------------------------------------ | ------------------------------------------------------------------------------- |
| The **New Ticket** button is absent                                                | The account may only read tickets                      | Ask an administrator to move **Tickets role** to **Admin (can write)**     |
| The composer is replaced by "Your account can read tickets but not write on them." | Same cause, seen on the detail screen                  | As above                                                                        |
| **Contact** reads "No customer has a portal account yet"                           | That box lists only customers holding a portal account | Leave it empty and use **Client Email**                                         |
| Creating fails with "Department is required"                                       | No department was picked                               | Pick one and submit again                                                       |
| The new ticket sits in no column on the Kanban board                               | The department has no default stage                    | Work through [Configure the columns of a team's board](/en/ticket/cau-hinh-cot) |

## Next steps [#next-steps]

* [Track tickets on your team's Kanban board](/en/ticket/bang-kanban)
* [Set an SLA policy for a team](/en/ticket/chinh-sach-sla)
* [When to use a conversation and when to use a ticket](/en/khai-niem/hoi-thoai-vs-ticket)