How to Create and Submit Tickets in FusionDesk

Creating a ticket is the starting point for every support interaction in FusionDesk. Whether you’re logging an issue reported by a customer, escalating an internal bug, or triaging an incoming email, FusionDesk gives you multiple ways to open a ticket — from the visual dashboard, via an incoming email channel, or programmatically through the REST API. This guide walks you through each method so you can choose the approach that best fits your workflow.

Creating a Ticket from the Dashboard

The quickest way to open a new ticket is directly from the FusionDesk dashboard. You can fill in all required fields, set a priority, and assign the ticket to an agent in one step.

Navigate to the Tickets section

In the left sidebar, click Tickets, then select New Ticket from the top-right corner of the tickets list view.

Fill in the Subject

Enter a clear, concise subject line that summarizes the issue. This is the primary identifier for the ticket across views, notifications, and reports.

Add a Description

In the Description field, provide full context about the issue — include steps to reproduce, error messages, screenshots, or any relevant details that will help the assigned agent respond quickly.

Set the Priority

Choose a priority level from the dropdown: Urgent, High, Medium, or Low. The priority you set determines which SLA policy governs the ticket’s response and resolution targets.

Assign the Ticket

Select an agent or team from the Assignee field. If you leave this blank, the ticket will sit in the unassigned queue until it is picked up manually or by an automation rule.

Submit the Ticket

Click Create Ticket. The ticket is immediately created with an Open status and a unique ticket ID (e.g., tkt_xyz789). The assigned agent receives an email and in-app notification.

Set the priority at the time of creation, not after. Tickets enter the SLA clock the moment they are created, so an incorrect priority can cause a breach before anyone notices the mistake.

Ticket Fields Reference

The table below describes every field available when creating or editing a ticket. Fields marked as required must be filled before a ticket can be submitted.

Field	Type	Required	Description
Subject	String	✅ Yes	A short, descriptive title for the issue. Appears in all list views and notifications.
Description	Rich text	✅ Yes	Full details of the issue. Supports markdown, inline images, and file attachments.
Priority	Enum	No	Severity level: `urgent`, `high`, `medium`, or `low`. Drives SLA policy assignment.
Assignee	User / Team	No	The agent or team responsible for resolving the ticket. Can be set automatically by routing rules.
Tags	Array of strings	No	Free-form labels used for filtering, reporting, and automation triggers (e.g., `auth`, `billing`).
Attachments	File(s)	No	Supporting files such as logs, screenshots, or exports. Max 25 MB per file.
Status	Enum	Auto-set	Initial status is always `open`. Transitions through the lifecycle as the ticket is worked.

Creating Tickets via API

If you need to create tickets programmatically — for example, from a monitoring alert or a customer-facing web form — use the FusionDesk REST API. All API requests require a Bearer token in the Authorization header.

curl --request POST \
  --url https://api.fusiondesk.in/v1/tickets \
  --header 'Authorization: Bearer <your_api_token>' \
  --header 'Content-Type: application/json' \
  --data '{
    "subject": "Login page returns 500 error",
    "description": "Users are unable to log in. The page returns a 500 error after clicking submit.",
    "priority": "high",
    "assignee_id": "usr_abc123",
    "tags": ["auth", "production"]
  }'

import requests

url = "https://api.fusiondesk.in/v1/tickets"
headers = {
    "Authorization": "Bearer <your_api_token>",
    "Content-Type": "application/json"
}
payload = {
    "subject": "Login page returns 500 error",
    "description": "Users are unable to log in. The page returns a 500 error after clicking submit.",
    "priority": "high",
    "assignee_id": "usr_abc123",
    "tags": ["auth", "production"]
}

response = requests.post(url, json=payload, headers=headers)
print(response.json())

const response = await fetch("https://api.fusiondesk.in/v1/tickets", {
  method: "POST",
  headers: {
    "Authorization": "Bearer <your_api_token>",
    "Content-Type": "application/json"
  },
  body: JSON.stringify({
    subject: "Login page returns 500 error",
    description: "Users are unable to log in. The page returns a 500 error after clicking submit.",
    priority: "high",
    assignee_id: "usr_abc123",
    tags: ["auth", "production"]
  })
});

const ticket = await response.json();
console.log(ticket);

A successful 201 Created response returns the new ticket object:

{
  "id": "tkt_xyz789",
  "subject": "Login page returns 500 error",
  "status": "open",
  "priority": "high",
  "created_at": "2024-01-15T09:30:00Z"
}

Use the returned id to reference the ticket in subsequent API calls — for example, to update its status, add a note, or attach a file.

Request Body Parameters

string

required

The title of the ticket. Must be between 3 and 255 characters.

string

required

Full description of the issue. Plain text or markdown is accepted.

string

Severity level. Accepted values: urgent, high, medium, low. Defaults to medium if omitted.

string

The unique ID of the agent to assign the ticket to. Omit to leave unassigned.

array

An optional array of string tags to categorize the ticket for filtering and automation.

Bulk Ticket Import

If you are migrating from another help desk platform or need to create many tickets at once, FusionDesk supports bulk import via a CSV upload. The CSV import wizard is available under Settings → Data Import → Tickets and walks you through field mapping, duplicate detection, and a dry-run preview before committing the import. For large-scale programmatic ingestion, contact your FusionDesk account manager to discuss rate limit increases for your workspace.

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How to Create and Submit Tickets in FusionDesk

Creating a Ticket from the Dashboard

Ticket Fields Reference

Creating Tickets via API

Request Body Parameters

Bulk Ticket Import

​Creating a Ticket from the Dashboard

​Ticket Fields Reference

​Creating Tickets via API

​Request Body Parameters

​Bulk Ticket Import

Creating a Ticket from the Dashboard

Ticket Fields Reference

Creating Tickets via API

Request Body Parameters

Bulk Ticket Import