Creating a ticket

Customers create new tickets using either the standard form or a customer form made available to them.

Overview

This page explains how to use Creating a ticket and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Select the appropriate form. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

2. Complete the subject, message, and required fields. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

3. Use dynamic form fields. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

4. Add attachments. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

5. Submit the ticket. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.

Submit multiple files

Select the attachments needed in the form and review the file list before submitting. Multiple files are supported; the size limit applies per attachment. Clicking Submit again does not resolve an oversized-file error.

When an administrator enables Standard ticket in addition to forms, a standard ticket is available alongside custom forms. Any configured process starts automatically after successful submission of its linked form; customers do not select the process themselves.