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        What is the "Created ticket"?

What is the "Created ticket"?
The created ticket is the one initiated by an operator, rather than a customer. You may need to create a ticket if you need a customer response to some event the customer may be not aware of, for example a check bounce. This is like sending an email to the customer, but using all the tracking features of your help desk site.

To create such a ticket use an envelope icon next to the customer record available via Account Manager.