Easy Tech TutsHow to Create a New Ticket in Zendesk Easily 2026
By Impran M NLast checked against official docs
Not every support issue arrives by email. A phone call, a conversation at the front desk or a bug you spot yourself still needs a ticket so it lands in the same views and reports as everything else.
Zendesk calls this creating a ticket on behalf of the requester. The form is short.
Three choices on it matter more than they look: who the requester is, whether the first comment is a public reply or an internal note, and which status you submit with. Get the first one wrong and the ticket is filed under your own name. Get the second wrong and the customer gets an email you didn't mean to send, or never learns the ticket exists.
01Open a new ticket from +Add
In the Agent Workspace, hover over the +Add tab in the top toolbar and choose Ticket. A blank New ticket tab opens beside any tickets you already have open, so you can switch away mid-entry and come back without losing what you typed. The form has the ticket properties down the left (Requester, Assignee, Followers, Form, Tags), the Subject and comment box in the middle, and the requester's profile card on the right once someone is selected.
02Set the requester, adding them if they're new
Click into Requester and start typing a name, email domain, phone number or organization name. Pick the match from the results.
If the person has no account yet, click +Add user at the bottom of the search results. The Add new user dialog asks for a name and email, plus a user type.
End user is the default and is right for a customer; Staff member is for colleagues. Clicking Add creates the user and sets them as the requester in one go.
Don't leave this field empty. Zendesk sets the agent as the requester when it's blank, which means the ticket, its notifications and its reporting all attach to you.
03Check assignee, followers and form
With the requester set, their email, local time and language fill in on the profile card. Assignee takes a group or a specific agent; the take it link beside the label assigns the ticket to you.
Followers are teammates who should see updates without owning the ticket. The Form dropdown decides which custom fields appear below it. If your account uses separate forms for different kinds of request, pick the right one now, because switching later can hide fields you already filled in.
04Write the subject and choose public reply or internal note
The subject is what shows in every view and notification, so make it specific. "Log in error on website" tells the next agent what they're dealing with.
"Phone call" tells them nothing. The first comment decides who can see the ticket.
Leave the composer on Public reply and the ticket is public: it appears in the requester's activity list and, if your account has a trigger for it, they get an email saying it was created. Switch to Internal note and the ticket is private.
The requester isn't notified and can't see it until you make it public later. That switch only goes one way.
A private ticket can be made public, but once a ticket is public it can't be made private again. If you're unsure, start with an internal note.
05Fill the remaining fields and submit
Set Type and Priority if your views or SLAs depend on them, and add tags if your triggers route on them. Accounts on Suite or Support Professional and above may also show Topic, Sentiment and Language fields, each with a confidence rating.
Those come from Zendesk's intelligent triage, which classifies tickets automatically, so you don't need to fill them in by hand. Accounts that bought the Copilot add-on before June 2026 may see Topic labelled Intent.
The button at the bottom right names the status it will apply, such as Submit as New. The arrow beside it lists the others.
New means nobody has acted on the ticket yet, and once a ticket leaves New it can never go back. Open means an agent owns it and it's waiting on them.
Pending means you're waiting on the requester. Accounts created on or after 13 February 2024 may also have an In Progress status, depending on how the admin set things up.
When it doesn't work
The ticket lists me as the requester
Why: The Requester field was left blank when the ticket was submitted. Zendesk falls back to the agent who created it.
Fix: Open the ticket and change the requester to the customer. If the field is locked, an admin needs to turn on Allow agents to change requester (Admin Center > Objects and rules > Tickets > Settings, under CCs and followers).
The customer never got an email about the ticket
Why: Either the first comment was an internal note, which makes the ticket private and sends no notification, or the account has no trigger that emails requesters when an agent creates a ticket.
Fix: Make the ticket public by adding a public reply, and ask an admin to check the triggers if notifications should go out automatically.
Topic and Sentiment fields are missing or empty
Why: These fields come from intelligent triage, which is only included on Suite and Support Professional plans and above, and it classifies from the ticket's public comment.
Fix: On lower plans, use Type, Priority and tags for classification. On eligible plans, ask an admin whether intelligent triage has been turned on.
Frequently asked questions
Can I create a ticket for someone who isn't in Zendesk yet?
Yes. Search for them in the Requester field, then click +Add user at the bottom of the results. Enter their name, email and user type, and they're created and set as the requester in one step.
Will the customer see a ticket I create for them?
Only if the first comment is a public reply. A ticket started with an internal note is private: the requester isn't told about it and can't see it until you make it public.
Can I set a ticket back to New after changing its status?
No. Once a ticket's status moves off New, Zendesk won't let it return. Submit as New only if nobody has started work on it.
Why doesn't my account have an In Progress status?
In Progress is only available on accounts created on or after 13 February 2024, and only if an admin has it configured. Older accounts use New, Open, Pending, On-hold (if activated) and Solved.
Why does the ticket ask me to choose a Form?
Each ticket form can show a different set of custom fields. Picking the right one makes the fields for that kind of request appear on the ticket.
Sources and last check
Screens and field layout come from a walkthrough recorded in the Zendesk Agent Workspace. The +Add path, requester behaviour, public versus private tickets, status rules and intelligent triage plan requirements were re-checked against Zendesk's official help center in September 2026. That check added the blank-requester fallback and the one-way public/private rule, and corrected the earlier claim that Topic and Sentiment are standard fields on every account.
About the author
Impran M N
I've been hooked on technology for as long as I can remember — especially the new tools and AI apps that seem to land every other week. Easy Tech Tuts is where I write up whatever I've just worked out: I do the task in the real product, record the screen, and turn it into the guide I wish I'd found first.
