Kayako: Creating Internal Tickets [Staff to Staff]
Posted by Shannon Mattila on 08 May 2020 08:41 AM

Creating Tickets Internally using Kayako
Note: This pertains only to staff members that manage tickets within the system

1. Log into your Kayako account at

2. Navigate to Tickets > New Ticket

3. Select the radio button to "Send an email" then click Next
Note: This will send an email notification to the intended party

4. Follow the next steps...
     ♦ Subject: Enter a brief description
     ♦ To: Enter the intended recipient's email address (Whom you intend the ticket owner to be)
     ♦ Owner: Select the drop down menu and select the intended owner's name (This should match the owner of the email address in the To form)
     ♦ Reply Contents: Enter a detailed description of the issue/task and any steps that have been taken so far
     ♦ [All other items are optional]
Click Send

5. An email will be sent to the recipient and the ticket will be assigned to the specified recipient owner. 

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