This article explains the key steps to create, update, and manage tickets in DeskDay.
DeskDay tickets bring customer details, ticket properties, conversations, participants, notes, attachments, and time entries into one workspace.
Create a new ticket
Log in to DeskDay.
Go to Service Desk > Tickets.
Click Ticket +.
Select the Customer.
Select the User.
Turn Billable on or off as required.
To include more people in the conversation, enable Add more participants and select the required users or team members.
Enter the Summary.
Select the Priority.
Available options are:
Critical
High
Medium
Low
Add a detailed Description.
Add attachments, if needed.
Update ticket properties, if required.
Click Create.
Update ticket properties
Ticket properties help route and classify the ticket correctly.
You can update details such as:
Board
Status
Ticket type
Ticket subtype
Impact
Urgency
Budgeted hours
Estimated end date and time
Contract
SLA policy
Tags
The contract and SLA policy may be selected automatically based on the customer configuration. You can update them manually if required.
Manage an existing ticket
Go to Service Desk > Tickets.
Open the ticket you want to manage.
Review or update the ticket details, conversation, participants, notes, time entries, and properties.
Update customer and user details
From the ticket details area, you can review the selected customer and user.
If your role has permission, you can update the customer or user linked to the ticket.
Manage participants
Participants are people included in the ticket conversation.
Participants can include:
Customer users
Team members
External email participants
Add participants
Open the ticket.
Open the participant panel.
Click Manage participants.
Search and select the required participant.
Save the changes.
Added participants receive future notifications based on their access type and notification settings.
Remove participants
Open the participant panel.
Click Manage participants.
Remove the required participant.
Save the changes.
Removed participants stop receiving future notifications.
External participants receive email notifications only. They cannot access DeskDay or IT-Connect.
Email Ticketing Behavior – Summary
DeskDay maintains separate email conversations for customers and technicians.
Customer users, CC members, and external participants stay in the same email thread.
Technicians receive separate email notifications based on their notification settings.
Customer emails use For customers templates, while technician emails use For techs templates.
Any reply from customer users or CC participants is added to the ticket conversation.
New email addresses added in replies are automatically added as participants.
When tickets are created via email, all CC recipients are auto-added to the ticket.
External participants can reply through email without needing DeskDay access.
Manage conversations
Public messages
Public messages are visible to technicians, customer-side users, and external email participants.
Use public messages for customer-facing communication.
Private messages
Private messages are visible only to internal technicians.
Use private messages for internal updates, troubleshooting notes, or technician-only discussion.
When a ticket is switched to private mode, it stays private until manually changed back to public. Previously sent messages keep their original visibility.
Add time entries and notes
Use time entries to track work performed on a ticket.
Open the ticket.
Start the timer when work begins or select the notes and time option.
Stop the timer when work is completed.
Add work details in the notes section.
Review the start time, end time, and duration.
Save the time entry.
Tracked time is added to the ticket and can be edited if required.
Use variables in messages and notes
Type {{ in the editor to open available variables.
Examples include:
Customer name
Username
Select the required variable to insert it into the message or note.
Use keyboard shortcuts
Shortcut | Action |
Ctrl + Enter | Send message on Windows or Linux |
Command + Enter | Send message on macOS |
Enter | Move to the next line |
Shift + Enter | Move to the next line |
{{ | Open available variables |
Important notes
Public messages are customer-facing.
Private messages are internal only.
External participants can participate through email only.
Removed participants no longer receive future notifications.
Contract, SLA, and due date details may change when customer or ticket properties are updated