Contents of the article


1. Creating a new ticket
2. "Created by me" - tab

1. Creating a new ticket


This article goes through how to manually create new tickets in Koho. This may be necessary if, for example, you want to create a ticket based on a customer call or send an email to a customer that you want to process as a ticket in Koho.


A new ticket is created by pressing the "+Ticket" button that can be found on all of the ticketing tabs.



After pressing the "+Ticket" button, a new window opens where you can create the new ticket. The following definitions can be made for the ticket:

  • Select template: templates are created on the "Dashboard" tab.
  • Send immediately: If you want to send a message while saving the ticket, you must select this field. It is also possible that this field is selected by default, ask our customer service for more information about this option.
  • Person: The person to whom you want to send the ticket.The ticket is assigned to the customer according to the selected person. You can search for a person by name and customer name. Click on the name to select the person.


The selected person's information and recent tickets are shown on the right side of the page:


  • + New: The button can be used to create a new contact person for the customer, to whom the ticket will be sent.

  • Multiple contacts: If you want to send the ticket to several different recipients, select this field. In this case, a person menu opens on the page, where you can search for contact persons by name and customer name. Select a person by clicking the checkbox next to the name.


  • All: All customer contact persons are displayed in the person menu.
  • Common: If this field is selected, only the so-called Common - users are shown in the person menu. Common users can be used if the ticket is to be assigned to a customer, but not assigned to a contact. Ask our customer service for more information about this function.
  • Type: You can select the ticket type from the menu if ticket types have been created. Read more about creating ticket types in this article: 10.1 Configuring Koho Ticketing. If the ticket type is selected, two new choices appear on the form: category and process.
    • Category: The assignment category to which the ticket is related can be selected. The category can be used to define, for example, the watchers of a ticket.
    • Process: After choosing a category, you can select the assignment to which the ticket is related.
  • State: You can choose which state the ticket has when it is saved.
  • Priority: The priority of the ticket, which affects the SLA times of the ticket. Read more about SLA levels in this article: 10.1 Configuring Koho Ticketing. By default, the priority is medium.
  • Team: The ticket can be assigned to a team. By default, the team of the person creating the ticket is selected. This selection can be used to define, for example, the visibility of the ticket.
  • Agent: Agent is the person who is responsible for handling the ticket. When creating a new ticket, the user who is creating the ticket is set as the agent by default, but this can be changed if necessary. By selecting option "All", all employees of the company are shown in the menu. With the "Customer" selection, the responsible persons assigned to the customer appear in the menu. By selecting "Team", the people belonging to the selected team are displayed in the menu.
  • Watchers: In this field you can choose who are the watchers of the ticket. Watchers receive notifications from watched tickets according to their own settings. In addition, rights to view a ticket can be defined based on watched tickets. By selecting "All", all employees of the company are shown in the menu. With the "Customer" selection, the responsible persons assigned to the customer appear in the menu. With the "Category" selection, the persons responsible for the work order category selected for the ticket with the selected client are shown in the menu.
  • CC: The field can be used to define an email address to which the ticket will be sent as a copy.
  • Subject: Title of the message.
  • Inbox: You can select from which inbox the message is sent.
  • Description: The body of the message.
  • Tags: Tags can be attached to the ticket, which can be used, for example, to limit search results. If the user creating the ticket has admin access to Koho or control access to projects, an edit button appears next to the field. By clicking on it, a view is opened where tags can be added and managed.


  • Orig. est. (h): Informative field where you can enter an estimate of the working time spent on the ticket. The value entered here does not affect Koho's resourcing.
  • Attachments: You can also add attachments to the ticket. You can drag the files to the "Drop files here" area or click on the area to select the file to be added.
  • Save: The ticket is saved, and if the field "Send immediately" was selected, it is sent to the selected persons.
  • + another: The original ticket is saved (and sent), and then a new form opens to create a new ticket.
  • Save as completed: The ticket is saved (and sent) and set to "Resolved" status regardless of which status is selected for the ticket.

2. "Created by me" - tab

You can view the tickets you have created on the "Created by me" tab. Only tickets created by the user are shown on this tab. Otherwise, the tab has the same functions and options for filtering tickets as the "Open" and "Resolved" tabs, which are reviewed in this guide: 10.1.2 Koho Ticketing - Active and Resolved tabs



Do you have some questions? Please contact our customer service asiakaspalvelu@kohosales.com.