Creating Tickets

Creating a ticket is the moment a workflow template becomes a real, tracked piece of work.

Select a workflow template

Every ticket starts from exactly one workflow template — this determines which stages the ticket will move through and what fields it needs. Choosing "Radio Ad Production" versus "Content Marketing" as the template shapes everything about how the ticket behaves from here on.

Fixed fields

Regardless of template, every ticket captures the same small set of fixed fields:

• Subject — a short, human-readable name for the ticket, like "Diwali Radio Spot — Hindi."
• Body — free-text context or instructions for whoever picks up the first stage.
• Priority — Low, Medium, High, or Critical, used for sorting and visual flagging in the ticket views.
• Deadline — the overall target completion date, distinct from any individual stage's SLA.

Dynamic fields

Beyond the fixed fields, the ticket creation form loads whatever ticket-level custom fields the selected template defines — language, market, campaign name, duration, or anything else the template's admin configured (see Custom Fields). These fields aren't hardcoded into the ticket creation screen; they're read from the template definition, which is why a Legal Document Review template and a Radio Ad Production template can ask for completely different information without any code change.

Once submitted, the ticket enters its Open state and its first stage instance activates immediately — the full sequence of what happens next is covered in Ticket Lifecycle.