Knowledge Base

Create a Ticket Using the Interface

Step-by-step guide to creating a ticket in Otto

1. When to Use This

Use this guide if you are creating a ticket directly in the Otto interface instead of messaging the Assistant.

👉 For the fastest method, see: Create a Ticket (Assistant-first)

2. Step-by-Step: Create a Ticket

Step 1 — Go to Tickets

• From the main navigation, click Tickets
  

[SCREENSHOT PLACEHOLDER — Tickets page main view]

Step 2 — Click “Create Ticket”

• Click the Create Ticket button
  

[SCREENSHOT PLACEHOLDER — Create Ticket button]

Step 3 — Select a Group (Required)

This is the most important step.

• Select the group that should handle the issue
  
  (e.g., HVAC, Plumbing, Electrical, Security)
  

[SCREENSHOT PLACEHOLDER — Group selector]

⚠️ Important

• A ticket must have a group
  
• If no group is assigned:
  
  • standard users will not be able to see or edit the ticket
    
• Always choose the group based on what the issue is about
  

Step 4 — Enter the Title

Write a clear and specific title.

Good examples:

• “Kitchen sink leaking under cabinet”
  
• “Pool pump making loud noise”
  

Avoid:

• “Issue”
  
• “Fix this”
  

[SCREENSHOT PLACEHOLDER — Title field]

Step 5 — Add a Note

Provide details about the issue.

Include:

• what happened
  
• when it started
  
• what you observed
  

[SCREENSHOT PLACEHOLDER — Notes field]

Step 6 — Add a Location

Select where the issue is happening.

Examples:

• Kitchen
  
• Pool House
  
• Main House – Upstairs Bathroom
  

[SCREENSHOT PLACEHOLDER — Location selector]

Step 7 — Add an Asset (If Applicable)

If the issue involves equipment, link the asset.

Examples:

• HVAC Unit
  
• Pool Pump
  
• Generator
  

[SCREENSHOT PLACEHOLDER — Asset selector]

Step 8 — Assign the Ticket (Optional)

Assign the ticket to:

• yourself
  
• another user responsible for the work
  

[SCREENSHOT PLACEHOLDER — Assignee field]

Step 9 — Set Priority

Choose:

• Low
  
• Normal
  
• High
  

Only use High for urgent issues.

[SCREENSHOT PLACEHOLDER — Priority selector]

Step 10 — Create the Ticket

• Click Create
  

[SCREENSHOT PLACEHOLDER — Final create action]

3. After Creating the Ticket

Once created, the ticket becomes the central place to:

• track progress
  
• add notes
  
• assign work
  
• attach files
  
• manage tasks
  

4. What a Good Ticket Looks Like

5. Quick Checklist

Before clicking create, confirm:

• ✅ Group is assigned
  
• ✅ Title is clear
  
• ✅ Note has enough detail
  
• ✅ Location is added
  
• ✅ Asset is linked (if needed)
  

6. Common Mistakes

❌ Skipping the group

→ ticket becomes inaccessible to standard users

❌ Choosing the wrong group

→ sends the issue to the wrong team

❌ Writing vague titles

→ slows down response

❌ Not adding context

→ creates unnecessary follow-up

7. Related Articles

• Create a Ticket
  
• Using the Assistant
  
• Tickets Overview
  
• Update and Manage a Ticket