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Creating tickets is as easy as right-clicking on the proper queue and selecting New Ticket. From there, it's a matter of identifying the customer, describing the issue, assigning it to someone, and setting the proper categories.
A Usage Policy or some other form of documentation may be provided that lays out the appropriate ways to identify the proper queue, assignee, categories, etc.
There are two other important aspects to creating tickets:
The timer, or clock, on each ticket records the amount of time that the ticket has been open for editing prior to saving. There may be additional policy statements related to your organization, and how accurate these entries should be.
The ticket history, or audit trail, captures a record of all changes to the ticket. There may be additional policy related to how comments are added, resolutions are described, etc. These entries are search-able at a later time.
