In iDesk the process of creating a ticket actually requires that only the Ticket area is completed.

To create a ticket for a user simply enter their name, email, the department, subjuct and message and click on Create Ticket. I would suggest that you check the box that says “Notify me when my ticket is responded to.”.

That will open a ticket for the user and they may reply to that ticket via email or by logging into iDesk.

If you wish to reply to the issue that you are creating a ticket for, you may enter it in the Reply section but it is not necessary.