You can create a Customer ticket before the customer starts a conversation, and the ticket is available for them to view in their account. Use the same process for a Tracker ticket when you have identified an issue you expect to affect multiple customers.
Create the ticket
To create a ticket from scratch, start from your Inbox page.
Click the plus icon at the top of the Inbox menu.
Click Ticket.
Select Support Ticket or Tracker Ticket.
Complete the fields, then select Create ticket.
⚠️ Important: Add the customer using their user email address when you create a Support ticket. Without it, the ticket is not visible to the customer and cannot be linked to their record.