If you are an Agent or Admin in the Helpdesk (instead of just a regular customer) the interface for creating tickets will look a little different for you.
Most of the fields are set the usual way, but because of your extra power, there are 3 to be aware of.
- Select "Send Email" as the ticket type
- CUSTOMER is probably yourself, unless you are creating a ticket on behalf of someone else.
-
Don't bother setting the GROUP. GROUP is hidden for normal users. Setting CATEGORY will set the GROUP automatically.
-OWNER is whoever is assigned to work on the ticket. You can leave this
blank unless you are determined to assign it to a specific person.