Creating Your First Ticket

Tickets are how you help people. Let's create one.

The Quick Version

  1. Click + New Ticket
  2. Fill in the basics (Subject, Customer, Priority)
  3. Add a message if you want
  4. Hit Create
  5. Earn 25 XP when you resolve it

Don't overthink it.

The Longer Version (If You Like Details)

Required Fields

Subject - What's the problem? Keep it short. Good: "Login broken on mobile" Bad: "The customer says they can't seem to log in and they tried on their phone"

Customer - Who needs help? Pick from the list or create a new customer on the fly.

Priority - How urgent is this?

  • Critical - Everything is on fire. Drop everything.
  • High - Important, but not apocalyptic.
  • Medium - Normal stuff. This is most tickets.
  • Low - Nice to have. Do it when you have time.

Optional Stuff

Tags - Categorize your tickets. Makes reporting easier later.

Initial Message - Jump-start the conversation with context.

Attachments - Screenshots, logs, whatever helps.

The Ticket Lifecycle

Open → You're working on it Pending → Waiting on the customer Resolved → Fixed! Waiting for customer confirmation Closed → Done. Victory. +25 XP.

Pro tip: Don't leave tickets in Resolved forever. If the customer doesn't respond in a few days, close it. You did your job.

How You Earn XP

Here's the game within the game:

  • First Response - Reply to a ticket: +10 XP
  • Resolution - Close a ticket: +25 XP
  • Beat SLA - Resolve before the timer runs out: Bonus XP
  • Customer Kudos - Get positive feedback: +15 XP
  • Speed Combo - Resolve 3+ tickets in a row quickly: Achievement unlocked

Your First Ticket Checklist

  • Click + New Ticket
  • Add a Subject and Customer
  • Set Priority (when in doubt, pick Medium)
  • Create it
  • Respond with an actual solution
  • Mark it Resolved
  • Watch your XP go up

That's it. Welcome to the game.