Creating a ticket as an agent

The purpose of this article is to guide you through the steps of manually creating a ticket in Zendesk as an agent. Creating a ticket internally can be useful to test your configuration after installing the app, where you may not have actual tickets to work on.

To create a ticket as an agent, follow these steps:

1. Click the + Add button to create a new ticket.
   

2. Enter a new end user as the Requester with a valid e-mail address. Make sure to populate the Language field with the correct foreign language of the customer.

   • If you create the ticket for an existing end user, the e-mail address and Language fields should populate automatically.
   • If you create a test ticket, use unique e-mail addresses that are not associated with the agent creating the ticket. For example, if your e-mail provider supports aliases, use an alias of your real e-mail address, such as jane.doe+test123@gmail.com

   
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3. Navigate to the 'New Ticket" tab. Enter a Subject and an Internal Note, then click Submit as New. This creates and saves the ticket.
   
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   Note: You cannot load or use the Language IO app until the ticket has been created and saved.
4. Once the ticket is created and saved, click on the Apps icon in the far-right of the screen.
   
5. The apps panel opens, and the Language IO app is available to be loaded.
   
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6. You may now enter a Public Reply and translate it to send to the customer.
   
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