> ## Documentation Index
> Fetch the complete documentation index at: https://documents.xobito.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create a Ticket

> Open a new support ticket from the Xobito customer portal.

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.

## Where to create a ticket

Customers create tickets from the portal route:

```
GET /{subdomain}/tickets/create
```

`{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.

<Warning>
  Files larger than 10 MB, or file types outside this list, will be rejected on upload. Split large logs and attach the relevant snippet.
</Warning>

## Create a ticket — step by step

<Steps>
  <Step title="Go to the tickets page">
    From the portal, click **Tickets** in the navigation.
  </Step>

  <Step title="Click 'New Ticket'">
    Opens the create-ticket form at `/{subdomain}/tickets/create`.
  </Step>

  <Step title="Write the subject">
    A one-line summary. Example: `Invoice #12345 shows wrong VAT rate`.
  </Step>

  <Step title="Pick a department">
    Choose the team that should handle the request (Sales, Support, Billing, etc.). The list is configured by your workspace admins.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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
  </Step>

  <Step title="Attach files (optional)">
    Drag and drop up to 5 files, 10 MB each. Screenshots of the issue speed up resolution dramatically.
  </Step>

  <Step title="Submit">
    Click **Submit**. The ticket is saved with status **Open**, assigned a unique ID like `TKT-000042`, and a confirmation email is sent.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## 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 |

Admins and department staff can then open the ticket and reply from the admin side, which triggers a further notification to the customer.

## 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

<AccordionGroup>
  <Accordion title="Lead with the what, then the when">
    "Our scheduled campaign failed to send at 9am today" — one line, instantly scannable.
  </Accordion>

  <Accordion title="Include identifiers">
    Order numbers, invoice IDs, campaign names, contact phone — whatever is relevant. This saves the agent minutes of searching.
  </Accordion>

  <Accordion title="Describe expected vs. actual">
    "Expected: the campaign to send at 9am. Actual: status still Scheduled at 10am." Makes it clear what success looks like.
  </Accordion>

  <Accordion title="List what you've already tried">
    Restart, different browser, alternate phone — mention it. Stops the agent from suggesting the same thing first.
  </Accordion>

  <Accordion title="Attach screenshots">
    One screenshot is worth a thousand error-message transcriptions. Attach them when relevant, up to 5 files at 10 MB each.
  </Accordion>
</AccordionGroup>

## File attachment tips

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

## 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](/tickets/manage-tickets) for how the ticket progresses from there.

## Next

<Card title="Manage tickets" icon="list-check" href="/tickets/manage-tickets">
  View your tickets, reply, and close them once resolved.
</Card>