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Create a support ticket

Availability depends on your Helpdesk settings and permissions.
Illustration of Create a support ticket
Example: Create a support ticket.

Open the page

Helpdesk → Create Ticket. Helpdesk access and saved Helpdesk configuration are prerequisites.

Select the customer and route

  1. Search Customer by name, phone, email or company and select an existing CRM contact from the dropdown. The Customer snapshot then shows CRM context, account manager and available quick links; verify the contact and company.
  2. Choose Category to route the issue and load available Assign To User choices; Self is initially offered. Complete Additional intake fields shown, including fields marked required. These fields are configured by the account and can differ.

Describe and create

  1. Enter a short searchable Subject and a Description covering symptoms, impact, prior attempts and the expected outcome. Choose Priority: Low, Normal, High or Urgent; choose Status: Open, Closed or On-Hold.
  2. Review the intake checklist and choose Create Ticket once the valid contact and required fields are complete. Creating a ticket saves a live support record. Example: “Cannot sign in” with a description of the affected workflow.

All nested settings guides

Validation and result

Helpdesk access and configured Helpdesk settings are prerequisites. Customer suggestions begin after three characters and show up to ten; select a contact rather than typing an unselected name. Clearing the customer search resets the selection. Category starts at Select One; changing it reloads support users and resets Assign To User to Self. Priority defaults to Normal and Status to Open. Additional TEXT fields use configured default text; DROPDOWN fields show configured comma-separated options, with required fields marked. Subject is truncated to 120 characters by the service. This form does not add an attachment.

Self is the initial assignment; an explicit other agent is checked against support membership and the category’s routing department. Verify the actual assigned agent after creation. The page can show a success-style “Your ticket id is” banner even if creation returned an error; check for a valid ticket ID and inspect the ticket list before retrying. Customer snapshot and Open customer timeline help verify context. Opening a ticket can record a viewed event.