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.
Fields on a new ticket
Every ticket is created with the following fields:| Field | Required | Details |
|---|---|---|
| Subject | Yes | Short summary of the issue — a plain text input. |
| Department | Yes | Dropdown; pick one of the admin-configured departments. |
| Priority | Yes | Radio buttons: Low, Medium, High, Urgent. |
| Body | Yes | Textarea for the full description. Max 1000 characters. |
| Attachments | Optional | Up to 5 files, 10 MB each. See allowed types below. |
Allowed attachment types
jpg, jpeg, png, gif, pdf, doc, docx, txt, zip.Create a ticket — step by step
Pick a department
Choose the team that should handle the request (Sales, Support, Billing, etc.). The list is configured by your workspace admins.
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.
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
Attach files (optional)
Drag and drop up to 5 files, 10 MB each. Screenshots of the issue speed up resolution dramatically.
Email notifications on create
When a ticket is created, Xobito sends emails automatically:| Notification | To |
|---|---|
| New ticket | Admin users in the workspace |
| New ticket — your department | Staff assigned to the selected department |
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.| Weak | Stronger |
|---|---|
help | Can't log in — password reset email not arriving |
problem | Campaign A-1001 delivered 0 of 500 — status stuck on Sending |
question about invoice | Invoice #12345 shows wrong VAT — expected 20%, got 25% |
urgent!!! | Order #99810 not shipped after 5 business days — customer escalating |
Writing a body that gets solved faster
Lead with the what, then the when
Lead with the what, then the when
“Our scheduled campaign failed to send at 9am today” — one line, instantly scannable.
Include identifiers
Include identifiers
Order numbers, invoice IDs, campaign names, contact phone — whatever is relevant. This saves the agent minutes of searching.
Describe expected vs. actual
Describe expected vs. actual
“Expected: the campaign to send at 9am. Actual: status still Scheduled at 10am.” Makes it clear what success looks like.
List what you've already tried
List what you've already tried
Restart, different browser, alternate phone — mention it. Stops the agent from suggesting the same thing first.
Attach screenshots
Attach screenshots
One screenshot is worth a thousand error-message transcriptions. Attach them when relevant, up to 5 files at 10 MB each.
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.
What happens after you click Submit
- The ticket is stored and assigned a new ID such as
TKT-000042. - Status is set to Open.
- Admin users and the department’s staff receive a new-ticket email.
- The ticket appears in the customer’s list at
/{subdomain}/tickets. - Any reply from the admin side moves the status to Answered and sends an email to the customer.
Next
Manage tickets
View your tickets, reply, and close them once resolved.