New Ticket
Open a support ticket on behalf of a customer: pick the user, optionally link a service, set subject, department, priority, and the opening message.
What the New Ticket page is for
The New Ticket page lets a staff member open a support ticket on behalf of a customer. The page heading reads Create New Ticket with the subtitle Create a ticket on behalf of a user. Use it whenever a request arrives through a channel that bypasses the client panel — a phone call, an email you want to log manually, a social-media message, or a walk-in — so the conversation is captured in the same support queue as everything else and the customer can see it from their own account.
How to reach it
Open Tickets from the sidebar (the Support Tickets list) and click the New Ticket button in the top corner. You can also start a ticket directly from a customer's profile in Clients: open the customer, switch to their Tickets tab, and click Open Ticket there — when you arrive that way the User field is already filled in with that customer. To leave without saving, use the ← Back to Tickets link at the top of the form or the Cancel button at the bottom; both return you to the ticket list.
Creating a ticket step by step
- Choose the customer. Click the User selector (it reads Select a user... until you pick someone). Start typing in the search box (placeholder Search by name or email...) to filter by name or email; the matching accounts appear below. Click a person to select them. This field is required.
- Optionally link a service. Once a user is chosen, a Related Service section appears listing that customer's services, each with its name, the product it was created from, and a colour-coded status badge (active, pending, suspended, cancelled, or terminated). Click a service to attach the ticket to it, or leave None selected to keep the ticket unlinked. If the customer has no services you will see No services found for this user.
- Enter a subject. Type a short summary of the issue in the Subject box (placeholder Brief description of the issue). Required.
- Pick a department. Choose the team that should handle the request from the Department dropdown. Required.
- Set a priority. Leave the default Medium or change it to Low, High, or Urgent.
- Write the message. Enter the opening message in the Message box (placeholder Ticket message...). Write it as the customer's first message, since it is recorded as the start of the conversation. Required.
- Create the ticket. Click Create Ticket. The button shows Creating... while it saves, then you are returned to Support Tickets where the new ticket appears in the list.
Field reference
| Field | Required | What it does |
|---|---|---|
| User | Yes | The customer the ticket belongs to. A searchable picker; type a name or email to filter. The chosen customer sees the ticket in their own account. |
| Related Service | No | Appears after a user is selected. Links the ticket to one of that customer's services so context (product, status) travels with the conversation. Select None to leave it unlinked. |
| Subject | Yes | A short headline shown in the ticket list and used as the conversation title. |
| Department | Yes | The team that receives and works the ticket. The list is drawn from your configured departments. |
| Priority | No | One of Low, Medium (default), High, or Urgent. Colour-codes the ticket in the queue. |
| Message | Yes | The first message of the ticket, recorded as if it came from the customer. |
Buttons
- Create Ticket
- Validates the form, saves the ticket, and returns you to Support Tickets. If a required field is missing, an error banner appears at the top of the form and nothing is saved.
- Cancel / ← Back to Tickets
- Leave the form without creating a ticket and return to the ticket list.
Tips and notes
The message is logged as the customer's words. It appears in the customer's panel and in the email thread exactly as you typed it. Keep internal staff notes out of this field — instead, open the new ticket afterwards and add an internal note or a staff reply from Ticket Details.
Priority is advisory. It colour-codes the ticket and can be changed at any time from Ticket Details, but it does not automatically assign or escalate the ticket.
Departments must exist first. If no departments have been created, the dropdown will be empty and you cannot submit the form. Set them up under Settings first. Staff who are restricted to specific departments only see those departments in the list; full administrators see them all.
Your draft is held while you stay signed in. If you accidentally navigate away mid-entry, the form text is preserved in your browser session and is still there when you come back. Submitting the ticket clears the draft. (If you opened the form pre-filled from a customer's profile, it starts fresh rather than restoring an old draft.)