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This action creates a new ticket in your Professional Services Automation (PSA) tool. It is typically used after a “Build New Ticket” action, which prepares the details for the new ticket.
Automating ticket creation ensures consistency and saves technician time, especially for recurring scenarios like re-opened issues or tasks that require a new, separate ticket.

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How it works

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Step 1: Input Data

The action takes a list of NewTicketToBeCreated objects. Each object contains all the necessary details (e.g., title, description, company, contact, status, priority, board/queue) for a new ticket. These details are typically generated and passed by a “Build New Ticket” action.

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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.

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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 the Event History.

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Configuration options

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Default Tickets to Create

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

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What you’ll get

After the action runs, you’ll see:
  • Event History: 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

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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

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Best practices

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Always Use Build New Ticket First

Always use the “Build New Ticket” action before “Create New Ticket” to define the content and properties of the ticket you want to create. “Create New Ticket” relies on the output of “Build New Ticket”.

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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).

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Monitor Creation Success

Review the Event History to monitor the successful creation of tickets and troubleshoot any issues. 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”.

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Example workflows

  1. Trigger: Customer reply to closed ticket
  2. Build New Ticket - Prepare new ticket with “[Re-opened]” prefix
  3. Create New Ticket - Create the new ticket
  4. Add Ticket Note - Reference new ticket in original ticket
  5. Result: Clean separation of re-opened issues with proper tracking
  1. Trigger: Ticket resolved with follow-up required
  2. Build New Ticket - Create follow-up task ticket
  3. Create New Ticket - Create the task ticket
  4. Assign Ticket to Technician - Assign to appropriate team member
  5. Result: Automated follow-up task management

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PSA compatibility

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ConnectWise

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

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Autotask

  • Creates tickets with Autotask queue and field configurations
  • Works with Autotask’s ticket lifecycle management
  • Supports Autotask’s notification preferences
The action automatically handles the technical details of ticket creation in your specific PSA system.