> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Log a Phone Call as a Ticket

> Turn a customer's phone call into a Helpdesk ticket, with what they asked written down, so the team can follow it up like any email or chat

When a customer calls with something to follow up, write it down as a ticket. It then sits in your Helpdesk inbox next to emails and chats, with an owner, a priority and a status, so it doesn't get forgotten.

This guide logs a call from a café owner who wants this week's delivery moved to Friday.

## Open a new ticket

Click **Helpdesk** in the left rail, then **Inbox**, then **New ticket** at the top right.

## Write down the call

**1. Subject and customer**

Type a short **Subject**, then the customer's **Customer email** and name. If they're already a contact, the ticket joins their contact; otherwise a new contact is made.

**2. Choose Voice**

Set **Channel** to **Voice**, so the ticket shows it came from a call. Pick a **Priority**, and an **Assignee** if you know who should handle it.

**3. Write what they said, as From customer**

Under **First message**, click **From customer**, then write what the caller asked. **To customer** would send your text to the customer as an email, and **Internal note** is only for your team.

![New ticket: Subject Move this week's delivery to Friday; Customer email dana.example@example.com and name Dana Example; Channel Voice, outlined; Priority Normal; Assignee Auto-assign; First message with From customer chosen and outlined: Called at 10:15. Asked to move this week's wholesale delivery from Saturday to Friday morning, because the café is closed for an event on Saturday; and Open ticket, outlined](https://mintcdn.com/locusdigital/CJOtRwWxhv2YtHKV/images/how-tos/helpdesk/lt-01-new-ticket-closeup.webp?fit=max\&auto=format\&n=CJOtRwWxhv2YtHKV\&q=85\&s=84d9bf1c491c0d657a66416a622f8090)

A phone call, written down

**4. Open the ticket**

Click **Open ticket**. It opens marked **Voice**, with the caller's request as the first message.

![The ticket: Voice, #8430F08C, outlined; Move this week's delivery to Friday; Dana Example, Customer, with the call notes, outlined; and on the right Status Open, Priority Normal, Assignee Unassigned and the customer's name and email](https://mintcdn.com/locusdigital/CJOtRwWxhv2YtHKV/images/how-tos/helpdesk/lt-02-the-ticket-closeup.webp?fit=max\&auto=format\&n=CJOtRwWxhv2YtHKV\&q=85\&s=3662e0ad664d43fa79e61f85eebf9e25)

The call, as a ticket

From here it's a ticket like any other: assign it, add notes, reply, and mark it **Resolved** when it's done.

## Good to know

* **The customer may get an email.** If **Auto-acknowledge new tickets** is on, under **Setup**, **Settings**, the customer gets a confirmation with their reference number as soon as the ticket opens.
* **Calls to a Hiveku number** are already listed under **Communications**, **Calls**. Log a ticket when the call needs following up.
* **Assign, prioritize and tag tickets:** see [Assign a Conversation, Set Its Priority and Tag It](https://docs.hiveku.com/how-tos/helpdesk/assign-prioritize-and-tag.md).


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