Creating a Ticket

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Open a ticket for a registered client with its related service and department so the conversation enters the queue with the necessary context and, when needed, an assigned owner.

Reaching the Screen

Panel menu: Support then Create Ticket: {admin}/tickets/create

What Is on the Screen

The form first identifies the client and service, then sets the ticket state and routing, and finally collects the message and attachments.

Fields

ClientRequired. Search for the registered client the ticket belongs to.

Related ServiceOptional. It stays unavailable until a client is selected and then lists only that client's services.

StatusThe state the ticket enters with. The default is Answered because the opening message comes from staff.

DepartmentRoutes the ticket to a support department. Other leaves it without a department.

PrioritySets the urgency shown in the queue.

Assigned StaffOptionally gives ownership to a staff member and notifies that person.

LockedPrevents new client replies from being added to the ticket.

SubjectRequired. Becomes the title in the queue and notifications.

Predefined ReplyLoads a saved reply in the client's language into the message editor. Its client and service variables are filled when the ticket is created.

MessageRequired. The first reply in the conversation.

Encrypt MessageStores the opening message encrypted for sensitive support conversations.

AttachmentsAdds one or more files, subject to the extensions, per-file size and total upload limits shown by the form.

Tasks

Create a ticket for a client

Select the client, then choose a related service when the question concerns one.
Set the department, priority, status and optional assignee.
Enter the subject and message, then add any allowed attachments.
Submit the form. The client is notified and the new ticket appears in the ticket queue.

Start from a predefined reply

Select the client so the system knows which language and services to use.
Choose a Predefined Reply; its content is inserted into the message editor.
Review the filled client and service details, edit the message if needed, and create the ticket.

Draft with the AI assistant

With the AI Assistant add-on enabled and licensed, a bar appears under the message editor. A suggestion control appears under the subject field. Both are optional and nothing is saved until the form is submitted.

Write the message, or use Ask AI and insert the answer into the editor.
Use Improve Message to have the draft rewritten, then insert the version you accept.
Press Suggest with AI under the subject to derive a subject line from the message. It stays disabled until the message differs from the signature the editor opens with, and the answer replaces whatever the subject field holds.
Review the generated text yourself, then create the ticket.

Things to Watch

The service must belong to the client

The server checks the relationship again when the form is submitted. Changing the request by hand cannot attach another client's service.

Creation returns to the queue

After the ticket and its opening reply are saved, the screen returns to the ticket list rather than opening the new detail page.

Privileges

Ticket Operations is required to open this screen and create the ticket.

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