Create a ticket
How to log a client's problem in ezCyber, step by step, and every other way a ticket can be created.
What you will have
- Log a client's problem the moment they call, email, or walk up so nothing gets forgotten.
- ezCyber records who reported it, sets a priority and board, and starts tracking time on it automatically.
Why it works this way
Every door that creates a ticket, admin, email, client portal, or an automation, runs through the same intake spine, so priority, assignment, SLA, and notifications are always fully resolved before anyone sees the ticket.
Opening a ticket starts a background timer for the tech who opened it, because logging time by hand is the step people forget.
A new ticket looks for the client's own dedicated tech before it looks for anyone else, so the person who already knows that client sees it first.
The board and billing status come from the client's own setup rather than being retyped on every ticket.
A ticket keeps the same fields and timeline no matter which door created it, so a tech never has to learn a different shape for an emailed ticket versus a portal one.
Steps
Open Service Desk > All Tickets and click New Ticket.
All Tickets lists every open ticket across every board. New Ticket sits top right and opens a blank form. A ticket made here starts on status New, unlike a ticket that arrives by email or the client portal, which can land on AI Triage instead.
Open Service Desk > All Tickets and click New Ticket. Search for the contact and select them.
There is no separate client dropdown. The Contact field searches your portal contacts by name or email, and picking a result sets the ticket client for you, since each contact belongs to one organization. Two letters are enough to start the search.
Search for the contact and select them. Type the Subject and Description.
Subject is the one-line summary techs scan in the ticket list. Description becomes the ticket's first message and is sent to the contact exactly as typed, so write it the way you would want the client to read it.
Type the Subject and Description. Set the Priority and confirm the Board.
Priority defaults to Low and Board defaults to Help Desk, the board marked as this tenant's default. Raise the priority when the issue actually blocks work, since priority sets the SLA target shown on the ticket.
Set the Priority and confirm the Board. Click Create Ticket.
The ticket saves immediately as a numbered ticket with status New and the description posted as its first message. Because Bluebird Dental has a Default Ticket Assignee configured, the ticket landed straight on that tech instead of running the pod waterfall; a client with no dedicated tech would instead see the ticket assigned to whichever tech created it.
Click Create Ticket. Open the Elise widget in the corner and watch its running timer.
Opening a ticket starts a work timer for you in the background after a short delay. There is no separate stopwatch on the ticket page itself. The running timer and its Stop control live inside the Elise widget; here it has already ticked past 0m, and switching to another ticket stops this one automatically.
Open the Elise widget in the corner and watch its running timer. Return to All Tickets to see the new ticket at the top.
The list sorts by most recently created, so the new ticket appears first with the same priority, status, and assignee you just set.
Return to All Tickets to see the new ticket at the top. If nothing matches, click Add a contact.
Typing at least two letters with no match shows No contacts found and offers Add a contact. Click it and a panel opens right under the search box: a Full name field and an Email field, plus a Client box to search first, since this ticket was opened from Service Desk rather than from a client's own page. Opening the same door from inside a client's page skips the Client box and names that client for you instead.
If nothing matches, click Add a contact. Click Add contact and the new contact is selected right away.
Add contact writes to the same room as Clients > the client > Users > Contacts > Add Contact, so it is the identical record either way. The panel closes and the Contact field now shows the new contact's name, email, and client, exactly like picking an existing one in step 2, ready to carry on with Subject and Description without ever leaving this form.
Click Add contact and the new contact is selected right away. Click Create Ticket with no contact chosen and it refuses.
Contact is required because a ticket has to name a person at a client; the Primary Contact and Contact Email boxes on a client record are just text on that record and do not create a pickable contact here. Subject and Description are required too, so a real attempt only reaches this check, and shows this banner, once both of those are already filled in and Contact is still empty. The fix is the same Contact field from step 2, or the Add a contact door from step 8 if the search still finds nobody.
Click Create Ticket with no contact chosen and it refuses. Turn on Close ticket on create.
The toggle sits in its own box below Attach Files. Turning it on opens the Add time modal right away, since a ticket cannot close without a time entry; this shot shows the form right after that first popup was closed, so the toggle is on, an Edit time link has appeared beside its label, and the hint on the right still reads Skips all notifications because no time is confirmed yet. The Create Ticket button has already relabeled itself Create & Close.
Turn on Close ticket on create. The Add time modal opens on its own, asking for Start and Stop.
Start and Stop each take a date, hour, and minute, in the account's own time zone, named under the two fields. Both default to the current moment, which is why this first look already shows Stop must be after start in red: start and stop are equal, zero minutes, and Confirm stays disabled until the window is a real span. Edit time (step 11) reopens this same modal later without retyping Subject or Description.
The Add time modal opens on its own, asking for Start and Stop. Set a Start and a Stop, then check the logged time before confirming.
Minutes are never typed directly; they come from Stop minus Start, and the summary line below the fields updates live to show the result once the window is valid, here 45m logged. A window longer than 960 minutes, 16 hours, is refused the same way an out-of-order one is: the modal shows "Time cannot be more than 960 minutes (16 hours)." and Confirm stays disabled until the window is back in range. Description is optional and never shown to the client.
Set a Start and a Stop, then check the logged time before confirming. Click Confirm, then Create & Close, and the ticket opens already closed.
Confirm saves the window on the form without submitting anything yet; Create & Close still has to be clicked to actually make the ticket. The finished ticket carries the Closed status shown at the top, and its Time Entries card lists the exact declared window from step 13, 45m for this ticket, instead of an inline minutes box.
Click Confirm, then Create & Close, and the ticket opens already closed.
Other ways to do this
Client Portal
The client (or an admin viewing the portal as that client) opens Tickets > Get Support, fills in Subject and Description, and clicks Submit Ticket.
The client emails the connected Help Desk mailbox. Ticket Rules match the sender's address and route the message into a ticket, applying defaults for board, priority, and tags.
The + New button
The + New button in the top bar, visible on every admin page, opens the same New Ticket form used in this walkthrough.
Elise chat
A tech asks Elise to open a ticket, naming the client or contact in plain language. Elise's ticket.create capability fills in the fields and creates it.
Automations
A workflow or automation with a ticket.create step opens a ticket whenever its trigger fires.
Device alerts (RMM)
A Critical-severity device alert opens a ticket on its own, per the severity rules on Settings > RMM alert response. One alert opens at most one ticket, no matter how many times it re-trips.
CyberSentry
An armed Response Rule's Open Ticket action opens a ticket for a security finding.
Public support link
An end user with no ezCyber login opens the Get Support link from their device tray and submits the form. The request becomes a ticket without the person ever seeing the word ticket.
If it did not work
- If nobody matches what you typed, the list says No contacts found and offers Add a contact; that panel takes a Full name and an Email, plus a Client box to search first when the ticket was not opened from a client's own page (that Client box also offers New client when nothing matches), files the person under that client, and selects them on this ticket right away, so you never have to leave the form.
- That panel writes the same record as Clients > the client > Users > Contacts > Add Contact, and it only shows when your permission group can edit clients.
- If you click Cancel on that first pop-up, before anything is confirmed, the toggle turns back off; Cancel on a later Edit time reopen leaves an already-confirmed window exactly as it was. Turning the Close ticket on create toggle off (whether from Cancel or the toggle itself) clears whatever time window had been set.
Questions this page answers
What is AI triage?
Tickets that come in by email or from the client portal land on the AI Triage status. That is a real column on the board, not a waiting room. The AI sets a priority from the impact and the urgency. It can also add tags, but that part is off until you turn it on. It does not pick a board or a tech. On client portal tickets it can also write a first note for the tech. The ticket leaves AI Triage when a tech claims it or replies to it. Tickets you raise yourself start at New instead. Turn any of this on or off at Settings > Service Desk > Intake AI.
How do I use the timer widget?
A timer starts automatically when you begin working a ticket and keeps running in the background as you move around the portal. The running timer and its Stop control live in the AI assistant widget, and stopping it logs the entry. On the ticket itself you can also log time by hand: type the minutes into the ticket's time bar, pick a date if the work belongs to another day, and click Log. If the entry is refused - the date sits in a closed accounting period or outside the re-attribution window - the reason shows inline in red so you can correct and retry.
How do I configure ticket boards?
Go to Settings → Service Desk → Ticket Boards to create, rename, reorder, or deactivate ticket boards. Two boards are seeded by default, Help Desk (the default board, where unassigned new tickets land) and Projects, but you can add custom boards to match your workflow. Tickets are assigned to a board when created or triaged.
Why does Create Ticket say "Please select a contact"?
A ticket has to name a person at a client. So Contact is required. The "Primary Contact" and "Contact Email" boxes on a new client do not make one. Those two boxes are just text on the client record. This picker looks for contact records. Use the Contact box at the top of this page. If the person is not there yet, press "Add a contact" inside it.
The contact box says "No contacts found". How do I add one?
Type at least two letters in Contact. If nothing matches, the list offers "Add a contact". Click it, then type the Full name and Email and click "Add contact". If you opened this page from a client, the panel names that client for you. If you did not, it gives you a Client box to search first. The contact is filed under that client and is selected on this ticket right away, so you can carry on and submit. This writes the same record as Clients > the client > Users > Contacts > Add Contact. Type two letters in that Client box and it offers "New client" too, so you can make one when none match. The button only shows when your permission group can edit clients.
What happens when I turn on "Close ticket on create"?
Turn on "Close ticket on create" and a pop-up opens. It asks for "Start" and "Stop", each a date, hour, and minute. The ticket's time entry becomes the time between them, so nothing is typed by hand. Click "Confirm" to save that window and keep the toggle on. Click "Cancel" to leave the toggle off. An "Edit time" link sits next to the toggle so you can open the pop-up again and fix a mistake. If Stop is not after Start, you will see "Stop must be after start." and the ticket cannot close until you fix it. The window also cannot pass 960 minutes (16 hours); go over and you will see "Time cannot be more than 960 minutes (16 hours)." Turning the toggle off clears the time you set.
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