How to create a ticket in Easedesk — step-by-step Helpdesk guide

Follow these 5 steps to create a ticket in the Helpdesk module. Most users complete this in under 2 minutes once the prerequisites are in place.

Creating a ticket in Easedesk is rarely an isolated event — the platform's strength is that data flows automatically to all the right places.

The system automatically logs the event in the Audit Log, sends notifications to subscribed users, and triggers any approval workflow you've configured for this action.

If you're migrating from another tool or onboarding historical data, you don't need to create tickets one at a time. Easedesk supports CSV bulk import from the list view.

Click the Import button on the Helpdesk list page. Download the sample CSV template — it includes every supported column with example values and validation notes in the header row. Fill it in your spreadsheet of choice (Excel, Google Sheets, Numbers), save as CSV, and upload.

Easedesk validates every row before commit — invalid rows are highlighted with the specific error and skipped, valid rows are imported. You can also run a "dry run" to preview the import without committing. For very large imports (> 5,000 rows), the import runs as a background job and emails you a summary when complete.

To edit an existing ticket, click its row in the list view to open detail mode, then click the Edit button at the top-right. All changes are recorded in the Audit Log along with the user, timestamp, IP, and the before-and-after value of each changed field.

If the ticket has been used downstream (for example, an invoice that has been paid, or a PO that has a GRN against it), Easedesk locks certain fields to preserve the audit chain. The locked fields are clearly marked, and you can usually achieve what you need via a reversal + fresh ticket or by raising a credit / debit document.

Hard-delete is intentionally restricted in Easedesk because business records have downstream impact and auditors need a complete trail.

If a ticket has not been used downstream, you can hard-delete it from the kebab menu (•••). If it has been used, Easedesk will offer to cancel or void instead — the record stays in the database with a Cancelled status, but no longer affects reports or downstream modules.

Cancelled tickets can usually be revived if needed — open the cancelled record and click "Reinstate".

Beyond creating a single ticket, the Helpdesk list view supports the following bulk and filtered actions — most accessible from the toolbar or by selecting rows: