When work does not come from a customer chat, create a ticket by hand. Tickets must be turned on first, and the button is on the Tickets page.
Create it
Open the Tickets page and click New ticket.
Set the Type (Customer issue, Back office, or Tracker) and Category (Support request, Bug report, Feature request, or Internal task).
Pick an Assignee. This is required.
Set the Priority (Low, Medium, High, or Urgent; default Medium), and a Team if your workspace uses teams.
Enter a Subject. This is required.
Add a Description if you want one, then click Create ticket.
What to expect
Subject and Assignee are the only required fields. Without an assignee you see "Pick an assignee before creating the ticket."
There is no status field: every new ticket starts as Open. Move it along afterward.
Mando opens the new ticket so you can keep working on it.
One limit to know
A manually created ticket has no linked chat, so you cannot message the customer from it, only add internal notes. To reply to a customer, start from a ticket made by converting a chat.