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New tickets are the entry point for any tracked support case in Xobito. This page covers the customer-portal flow — where a customer fills in the new-ticket form and submits it to your team.

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Where to create a ticket

Customers create tickets from the portal route:
{subdomain} is your workspace slug. The form on that page POSTs to /{subdomain}/tickets/store when submitted.

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Fields on a new ticket

Every ticket is created with the following fields:

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Allowed attachment types

jpg, jpeg, png, gif, pdf, doc, docx, txt, zip.
Files larger than 10 MB, or file types outside this list, will be rejected on upload. Split large logs and attach the relevant snippet.

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Create a ticket — step by step

1

Go to the tickets page

From the portal, click Tickets in the navigation.
2

Click 'New Ticket'

Opens the create-ticket form at /{subdomain}/tickets/create.
3

Write the subject

A one-line summary. Example: Invoice #12345 shows wrong VAT rate.
4

Pick a department

Choose the team that should handle the request (Sales, Support, Billing, etc.). The list is configured by your workspace admins.
5

Choose a priority

Select one of Low, Medium, High, or Urgent. Pick Urgent only for genuine outages or blockers — it’s how admins triage the queue.
6

Write the body

The full context, up to 1000 characters. Include:
  • What happened
  • What you expected to happen
  • Any relevant order / account / ticket numbers
  • Steps already tried
7

Attach files (optional)

Drag and drop up to 5 files, 10 MB each. Screenshots of the issue speed up resolution dramatically.
8

Submit

Click Submit. The ticket is saved with status Open, assigned a unique ID like TKT-000042, and a confirmation email is sent.
Write the body as if you’re briefing a colleague with no context — because in a few days that’s exactly what both you and the agent will need.

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Email notifications on create

When a ticket is created, Xobito sends emails automatically: Admins and department staff can then open the ticket and reply from the admin side, which triggers a further notification to the customer.

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Good subjects vs. weak subjects

The subject is how everyone scans the ticket list. A good subject saves time for you, your admin, and the agent who picks up the case.

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Writing a body that gets solved faster

“Our scheduled campaign failed to send at 9am today” — one line, instantly scannable.
Order numbers, invoice IDs, campaign names, contact phone — whatever is relevant. This saves the agent minutes of searching.
“Expected: the campaign to send at 9am. Actual: status still Scheduled at 10am.” Makes it clear what success looks like.
Restart, different browser, alternate phone — mention it. Stops the agent from suggesting the same thing first.
One screenshot is worth a thousand error-message transcriptions. Attach them when relevant, up to 5 files at 10 MB each.

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File attachment tips

Screenshots in PNG are usually sharper than JPG for UI captures.
Black out sensitive information (card numbers, personal IDs) before attaching.
For long logs, paste the key snippet into the body and attach the full .txt or .zip.
Stay within the 5-files, 10 MB-each limit — files that exceed this are rejected by the form.

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What happens after you click Submit

  1. The ticket is stored and assigned a new ID such as TKT-000042.
  2. Status is set to Open.
  3. Admin users and the department’s staff receive a new-ticket email.
  4. The ticket appears in the customer’s list at /{subdomain}/tickets.
  5. Any reply from the admin side moves the status to Answered and sends an email to the customer.
See Manage Tickets for how the ticket progresses from there.

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Next

Manage tickets

View your tickets, reply, and close them once resolved.