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How do I Create Tickets in the Customer Portal?

As an end user, you can submit tickets in the Portal.

Remember: When an admin or an agent signs in to the Customer Portal, they are treated as end users and can manage only those tickets that either they have created or were submitted on their behalf.
  1. Sign in to the Customer Portal at
  2. On the Helpdesk page, click Add new ticket.
    The Ticket details page appears.
  3. Fill in the details of your ticket.
    • Add a Subject that best describes your issue and gives an immediate idea about your problem to an agent.
    • Add a Summary that is as detailed as possible. This helps an agent better understand your issue.
    • Make sure the correct Helpdesk service is selected. The ticket will be channeled to the agents of the selected helpdesk service.
    • You can also Attach Files to describe your issue. See below for supported file types.
    • Select a Priority for your ticket, unless you want to use the default ticket priority, which is Medium.
    • Optionally, add a Due date by when your issue should be resolved.
  4. Save your ticket.
Results: You will receive an email notification about creating a ticket with all the details that you have entered.
Note: You can only add comments to existing tickets as described in How do I Add Comments to a Ticket in the Customer Portal?

What details do you see on the My tickets page?

You see the following ticket details on the My tickets page:
  • Ticket ID - An internal identifier of your ticket.
  • Status - The current status of your ticket, which changes as your issue is processed. The following statuses are available:
    • Open - the ticket is assigned to an agent
    • In Progress - an agent started working on the ticket
    • On Hold - the ticket is assigned, but work is temporarily put on hold
    • Blocked - the assigned agent cannot continue work on the issue
    • Resolved - issue is resolved. Ticket will be closed.
    • Closed - the ticket is closed
    • Cancelled - the ticket is no longer relevant
  • Subject - Subject of the ticket as defined during ticket creation.
  • Category - The category selected for the ticket.
  • Assigned To - Name of the agent who is assigned to your issue.
  • Priority - Priority of the ticket.
  • Due Date - Date by when your issue should be resolved.
  • Helpdesk Service - Name of the helpdesk service, or channel that takes care of your ticket.

What types of files can you attach to a ticket?

The following types of files are supported:
  • PNG images
  • JPG images
  • JPEG images
  • GIF images
  • MPEG audio files
  • MP4 audio and video files
  • Plain text files
  • CSV files
  • Microsoft Word documents
  • Microsoft Excel documents
  • Microsoft Powerpoint documents
  • PDF documents
  • Quicktime videos
Article last updated: 20 December, 2022