How Customers Submit Tickets

Customers can use the Customer Portal to submit support requests when ticket submission is enabled.

Start a request

The customer opens the portal and chooses the available option to create or submit a request.

Provide request information

The customer should:

1. Enter a clear subject.
2. Describe the question, problem, or request.
3. Complete any required fields.
4. Select available categories or request types when applicable.
5. Add supported attachments when useful.
6. Submit the request.

After submission

The Helpdesk creates the request as a ticket according to the configured portal workflow.

Automation, assignment rules, SLA processing, or other configured features may then act on the ticket.

Customer confirmation

The portal should provide the customer with enough information to understand that the request was submitted successfully.

Good practices

Encourage customers to provide relevant details in the original request. Complete information reduces unnecessary follow-up and helps agents begin work more quickly.