How to create a ticket
Last updated October 7, 2026
Overview
Agents can create a new ticket directly from the Atlas inbox whenever a conversation needs its own ticket, or from an existing conversation with a customer without leaving it. In one window, you add a subject and message, choose the recipients, set the ticket's status, priority and assignee, attach files, and leave an internal note for your team.
Once you click "Create ticket", the ticket is numbered and added to the queue immediately, so your team can pick it up right away.
Key Features
- Two entry points: Create a ticket with "Compose" in the inbox, or with the Ticket icon while you are already in a conversation with a customer.
- Rich message composer: Insert help center articles, mention teammates or the customer, attach files, and insert variables that fill in customer data automatically.
- Recipients: Choose who receives the message in the "@ To" field.
- Ticket fields at creation: Set "Status", "Priority" and "Assignee" before the ticket is created.
- Internal note: Add context that only team members can see.
- Instant confirmation: Atlas confirms the new ticket number and lets you open it with "View ticket".
How to compose a new ticket
- Go to the Inbox and click "Compose".
- Alternatively, if you are already in a conversation with a customer, click the Ticket icon to create a ticket from there.
- Enter the "Subject". Keep it short and specific; it is the first thing your team sees when scanning the queue.
- Click the message field ("Add your message here") and write your message.
- Use the tools in the row above the message field as needed:
- Add Message: Keeps your text in the customer-facing thread.
- Insert help center article: Search your knowledge base and insert an article into the message.
- Mention: Tag a teammate or the customer. The person you mention receives a notification.
- Attachment: Select "Link (URL)" to share a link, or "My Device" to upload a file from your computer. Close the upload window and Atlas attaches the file to your message.
- Insert a variable: Add a variable, such as the customer's name, that fills in automatically.
- Click "Chat" to open the message options panel.
- Configure the message options:
- "@ To": Choose who receives the message. Select the checkbox next to a contact to add them to the distribution list.
- "Status": Select the ticket's status, for example "Open" for a new, active ticket.
- "Priority": The default is "No priority". Select a level, for example "Low".
- "Assignee": Select the agent who will own the ticket.
- (Optional) Click "Show note" and type an internal note in the field ("Add your internal note – this will only be seen by team members"). Customers never see internal notes.
- Click "Create ticket".
A confirmation appears with the new ticket number, for example "Created ticket #xxxx for [customer]". Click "View ticket" to open the ticket and see it as your team will, including the message, attachments, internal note and owner.
Actions & Additional Settings
| Action / Option | Description | Additional Fields / Setup |
| Add Message | Keeps your text in the customer-facing thread. | None. |
| Insert help center article | Inserts a knowledge base article into the message. | Search for and select the article. |
| Mention | Tags a teammate or the customer in the message and notifies them. | Select the person from the list. |
| Attachment | Adds a file or link to the message. | "Link (URL)": Paste a URL. "My Device": Upload a file from your computer. |
| Insert a variable | Inserts a variable, such as the customer's name, that fills in automatically. | Select the variable. |
| @ To | Sets who receives the message. | Select the checkbox next to each contact to include. |
| Status | Sets where the ticket stands. | For example, "Open". |
| Priority | Flags how urgently the ticket needs attention. | Default "No priority". Options include "Low". |
| Assignee | Assigns the ticket to an agent. | Select an agent from the list. |
| Show note | Opens the internal note field. | Type a note visible only to team members. |
Real-World Configuration Example
The following example shows an agent creating a ticket to follow up on an approval request for a customer.
Configuration settings:
| Setting | Value |
| Entry point | "Compose" |
| Subject | Approval request |
| Message | A short message to the customer explaining the next steps |
| @ To | The customer's contact |
| Status | "Open" |
| Priority | "Low" |
| Assignee | An agent on the team |
| Internal note | "Please check the internal inventory" |
Expected result:
- The agent clicks "Create ticket".
- Atlas confirms the new ticket with its number, for example "Created ticket #xxxx".
- The ticket appears in the queue with status "Open", priority "Low", and the selected agent as assignee.
- The internal note appears in the ticket timeline "via Internal note", visible only to team members.
FAQs & Troubleshooting
Can I create a ticket without leaving a conversation with a customer?
Yes. Click the Ticket icon in the conversation to create a new ticket from there.
Will the customer see my internal note?
No. Internal notes added with "Show note" are only visible to team members.
Do I have to set a priority?
The "Priority" field starts as "No priority". You can set a priority when you create the ticket, or change it later from the inbox.
How do I find the ticket I just created?
Click "View ticket" in the confirmation message to open it right away.
How do I attach a file that is online instead of on my computer?
Click the attachment icon and select "Link (URL)", then paste the URL.