Create a ticket or a new email

Three ways to start

Most tickets arrive on their own, when a customer emails your support address or uses the contact form. When you need to start one yourself, click the arrow next to New email in the inbox toolbar.

Option	Use it when
Create an email	You want to email the customer to start the conversation. The email goes out when you send it, and the ticket tracks the replies. Clicking the main New email button (or pressing c) does the same.
Create a ticket	You want to record something without emailing anyone, for example a phone call or a request from a teammate. The details stay internal.
Create a contact	You only want to add a person to Contacts. No ticket is created and nothing is sent.
Drafts · N	You have unsent emails waiting. Shown only when drafts exist.

Write a new email

1. Choose Create an email. The New email panel slides in from the right, headed Email the customer to start the conversation.
2. Enter a Subject (placeholder Short summary of the issue).
3. Fill in the envelope:

Field	What to enter
Customer	Choose a customer… to pick the account the ticket belongs to. Choosing one lets you pick from that customer's contacts.
To	The requester. Search contacts by name or email…; contacts of the chosen customer are listed first, and the customer's Primary contact is marked. Add contact creates a new person, and Enter an email manually accepts any address.
Cc / Bcc	Anyone else to copy.
Brand	Which brand the ticket is handled under. The default brand is preselected.
From	The address the email is sent from. The brand's shared mailbox (marked Shared inbox) or your default sender for that brand is preselected.

4. Write the Message to the customer. The editor has the same tools as the reply composer: the paper-clip for attachments, Canned Response, Draft email (AI) and Rephrase.
5. Under Ticket details, check the Status (New), Priority (Low) and Assignee (you, by default; Clear leaves it unassigned), fill in Type, Module, Group or any other ticket fields your administrator has set up, and add Tags.
6. Click Create & send email.

A toast confirms Ticket AS-16683 created — email sent to Sarah Johnson, and the new ticket opens in the inbox. If the subject, recipient or message is missing, the panel tells you which one before anything is sent.

Log an internal ticket

Choose Create a ticket. The panel is headed New ticket with the note Create an internal ticket — nothing is emailed to the customer. Fill in the Subject, pick the Customer and requester so the ticket is filed against the right account, write the details and click Create ticket. The toast reads Ticket AS-16683 created — no email sent.

Use an internal ticket to record calls, walk-ins or requests passed on by a colleague. You can still email the customer later from the ticket's composer.

Save a draft and come back

Click Save draft instead of sending. The email waits in the Drafts view (choose Drafts from the View dropdown or from the New email menu). Open a draft to carry on; the panel notes who saved it and when, and nothing is sent until you choose Send email. Update draft saves your changes again.

If you close the panel with unsent content, BlueHill asks Discard this email? Choose Keep editing to stay, or Discard to throw the subject, message and attachments away.

The Drafts view can be filtered by Written by and, for drafts created by a bulk email run, by Bulk run. When it is empty it reads No drafts.

Share drafts with teammates

By default a draft is private to the person who wrote it. An administrator can let teammates see each other's drafts for a brand: open the Drafts view and choose Share a brand's drafts with teammates, or go to Support → Support settings → Brands & domains, open the brand and use Draft sharing on its Identity tab. Pick Add people to choose who may see the brand's drafts, or leave it Private to each author.

Create a ticket from elsewhere

• On a customer record, the Tickets tab lists the customer's tickets and has its own New ticket button, prefilled with that customer.
• The mobile app's Inbox tab has New email and New ticket in its menu.
• Customers create tickets themselves through the contact form on your help center and the New ticket button in the customer portal. See What your customers see.

Next: Work a ticket.