Skip to main content
This action creates a new ticket in your Professional Services Automation (PSA) tool from ticket details prepared earlier in the workflow.
This action creates nothing on its own. It needs a Build New Ticket action before it to supply the ticket details. Build New Ticket is deprecated but still supported, and is currently the only action that can feed this one, so keep using the pair. For new automations we recommend an Agent instead, which decides a ticket is needed and creates it in one step.A workflow with one action but not the other does nothing: Build New Ticket alone prepares data that no action consumes, and Create New Ticket alone has nothing to create. Saving a new workflow that has Build New Ticket without a Create New Ticket after it is rejected; workflows that are already unpaired keep working.

​
How it works

​
Step 1: Input Data

The action takes a list of NewTicketToBeCreated objects. Each object contains ticket details such as title, description, company, contact, status, priority, and board/queue. These details are typically generated and passed by a “Build New Ticket” action.

​
Step 2: Ticket Creation

For each NewTicketToBeCreated object received, the action makes a request to your PSA system to create a new ticket with the specified attributes.

​
Step 3: Output Structure

The action outputs messages confirming the creation of each new ticket, including the new ticket’s ID and title. This information is available to subsequent actions and is logged in Executions.

​
Configuration options

​
Default Tickets to Create

This field expects a list of ticket objects. Typically, this input is provided by the output of a “Build New Ticket” action that runs earlier in the workflow. Each ticket object contains the information for the new ticket.

​
What you’ll get

After the action runs, you’ll see:
  • Executions: Messages confirming the creation of each new ticket with details like the new ticket ID and title
  • Internal Messages: Messages intended for internal MSP use that can be used in subsequent actions like “Add Ticket Note”
  • Zero Credits: Creating a new ticket does not consume any credits

​
Use cases

Trigger: A customer replies to a closed ticket Action 1: Build New Ticket - Configured to prepare details for a new ticket based on the re-opened issue (e.g., copy details, append “[Re-opened]” to title) Action 2: Create New Ticket - Creates the new ticket in the PSA Action 3: Add Ticket Note - Adds a note to the original closed ticket referencing the new ticket ID
Trigger: A ticket is resolved with a status indicating a follow-up is needed Action 1: Build New Ticket - Configured with instructions to create a new ticket for the follow-up task (e.g., title “Follow-up: [Original Ticket Title]”, assigned to a specific team) Action 2: Create New Ticket - Creates the new follow-up task ticket

​
Best practices

​
Ensure Required Fields

Ensure the “Build New Ticket” action is configured correctly to provide all mandatory fields required by your PSA for ticket creation (e.g., Board/Queue, Status, Priority, Company). If you need to update the original ticket that led to the new ticket’s creation (e.g., add a note with the new ticket ID), use an “Add Ticket Note” action after “Create New Ticket”.

​
PSA compatibility

​
ConnectWise

  • Creates tickets with all standard ConnectWise fields
  • Integrates with ConnectWise boards and workflow rules
  • Supports ConnectWise’s built-in notifications

​
Autotask

  • Creates tickets with Autotask queue and field configurations
  • Works with Autotask’s ticket lifecycle management
  • Supports Autotask’s notification preferences

​
Halo

  • Creates tickets with Halo ticket type, status, priority, and source
  • Sets the ticket company and contact
This action supports ConnectWise, Autotask, and Halo. Other PSA systems are not supported.