Learn how to create tickets in ZEP, assign processors and extend them over time. Tickets bundle requests and customer reports with clear responsibility, workflow and history.
Create a Ticket
A new ticket can be created in two places:
Via Tickets > My Tickets and there the link Create your own ticket – the ticket is automatically assigned to you as creator, project and task are selected in the form.
In the Tickets tab of the project detail view via the New ticket button – the project is already prefilled.
Both ways open the same input dialog with the tabs General and Plan.
Tip: When creating via My Tickets, fields like creator and processor are not visible — you are automatically both, and the project picker is limited to your own projects. When creating from the project detail view, you see all fields and can choose a different processor or creator if your role allows.
General Tab
The General tab contains the substantive key data of the ticket:
Number: Assigned automatically and sequentially when saving.
Subject: Mandatory field – short, descriptive title of the ticket.
Project: The project the ticket belongs to. The checkbox only bookable tasks filters the task selection.
Task: The task within the project, if the project structure uses tasks.
Customer reference: Free-text field for the customer-side identifier.
Customer contact person: The contact at the customer who reported the ticket – important for customer access and notifications.
External ticket number: Number from an external system, e.g. when the ticket was generated from an email.
Priority: Standard priorities 1 to 5. With the setting Use own labels for ticket priorities enabled in the basic settings, you can store own labels per priority and language.
Creator: Automatically set to the logged-in user. If the setting Creator of a ticket can be changed is active, this field can be adjusted manually.
Processor: The employee taking over the ticket. If you are the processor yourself, you see the ticket under My Tickets.
Status: When created: new. Possible follow-up statuses are described in the article on status transitions.
Categories and Tags: Classification from the master data. Tags can be added directly in the ticket depending on permission.
Remarks: WYSIWYG editor for description and history. Employees can be notified directly via @-mentions.
Attachments: Arbitrary files via drag & drop or selection dialog.
When you create a new ticket, the priority is preset to 3 by default.
If the selected contact has access to the Ticket System and is assigned the relevant project or task in the permissions, the ticket behaves as if the contact had created it themselves: after logging in, they see it in their own view and receive an email as soon as the status changes to done. If the contact is not assigned or has no access to the Ticket System, the entry remains internal information for you only, the contact does not see the ticket and receives no email. If no customer contact person is set, no customer contact can access the ticket at all.
The settings "Customer contact person has access to all tickets assigned to him or her regardless of the assigned authorizations" and "Always send notifications for all own tickets regardless of customer access to the ZEP Ticket System and related access permissions" let you relax this default behavior as needed.
Plan Tab
The Plan tab holds the time-related planning of the ticket:
Date of receipt: Date the request came in.
Start date: Planned start of processing.
Deadline: Target completion – basis for the Ticket Deadline Compliance report.
Planned hours: Estimated effort. With the option prevent overbooking active, ZEP blocks further bookings once the planned hours are reached.
In the "Plan" tab, ZEP also displays the hours already booked to the ticket:
ZEP updates both fields automatically with every new time booking - manual entry is not possible. Together with the planned hours, they let you directly compare planned and actual effort.
"Actual hours (primary)": Totals all bookings on the ticket's primary project.
"Actual hours (total)": Appears in addition if the ticket is assigned to several projects as part of cross-ticket time tracking. It sums the bookings across all involved projects, giving the ticket's complete actual hours.
Processor, Mentions and Remarks
The remarks history is the central communication thread within a ticket. Each entry is logged with timestamp and author so the course remains traceable.
With @username you mention employees directly – the mentioned person automatically receives a notification, provided notifications are active.
The selection list of mentionable persons depends on the current context (project, task) and the module settings.
With #TicketNumber or #SubtaskNumber you link from a comment directly to another ticket or subtask – useful for cross-references between related requests.
When the processor changes, ZEP shows a hint if the new processor is absent.
Manage Attachments
Attachments are uploaded in the General tab via a multi-upload dialog. Each attachment appears with file name, size and upload date. Existing attachments can be deleted if you are allowed to edit the ticket.
Edit and Extend Tickets
Existing tickets are edited via the Edit ticket action in the ticket detail view. Which fields can be changed depends on your role and the current status:
Remarks and attachments can be added by most authorised users – also for tickets already in progress.
Processor, priority, planned hours: require the permission to edit tickets.
Move project or task: separate action Change ticket project. A ticket can also be assigned to several projects: the primary project determines where the ticket appears in the project context, additional secondary assignments extend visibility. Once project times are booked, a direct project change is locked — use the bulk action in the ticket overview instead.
Delete ticket: only possible if no project times are booked, no invoice items have been created and no quotations reference the ticket.
Example: A customer maintenance ticket can be assigned to multiple yearly maintenance projects. You keep maintaining the ticket (comments, attachments, status changes), but booked times flow into the project that is active in the respective year – ongoing tickets without project duplication.
Note: All changes are logged in the ticket history. Per entry you see who changed what and when – including status and processor changes.
In comments, you can reference other tickets or subtasks with a leading #, for example #123 or #123.1. A click takes you directly to the referenced entry. The icon next to the History heading reverses the sort order of the entries.