Configuring the ticket form

Staff with the tickets.update_settings permission control what customers see and fill in when they open a ticket on the portal. All rules on this page are validated server-side when the customer submits.

Subject and description requirements

You can set minimum lengths for what customers must type:

Setting	Default	Configurable range
Subject minimum	5 characters	1 to 100
Description minimum	10 characters	1 to 1,000

Subjects are capped at 64 characters and descriptions at 10,000 regardless of settings.

Requiring a package

By default, customers may open a ticket without selecting a Tebex package. Turning Allow tickets without package off makes the package selection mandatory: submissions without one are rejected. Customers can also enter a Tebex order ID to look up and link the right product (see Tebex integration).

Custom ticket buttons

Custom buttons are quick-access ticket types shown to customers on the portal (for example "Bug report", "Billing question"). Up to 10 buttons per project, each with a name, an optional icon and description, and an enabled toggle.

The button a customer picks becomes the ticket's type. Buttons can also drive:

Custom field visibility: fields linked to a button only appear when that button is selected.
Auto-assign rules: tickets created via a button can be assigned automatically (see below).

Custom fields

Add up to 20 typed form fields to the ticket form:

Types: text, textarea, number, checkbox, and select (single or multiple choice, up to 20 options).
Validation: fields can be required, text fields can enforce min/max lengths, number fields can enforce min/max values.
Targeting: a field can be linked to specific custom buttons and/or specific Tebex packages (up to 100), so it only appears and is only validated when relevant.
Fields are displayed in the order you arrange them; drag and drop to reorder.

Customers' answers are stored with the ticket and shown to staff in the ticket detail view.

Auto-assign rules

On the Team plan and higher, tickets can be assigned automatically at creation. Two kinds of rules exist:

Package rules: "tickets about package X go to staff member Y".
Button rules: "tickets created via button X go to staff member Y".

If the ticket has a linked package, package rules are evaluated; otherwise button rules are. Several matching rules simply produce several assignees. Rules pointing at someone who has left the project are skipped silently.

Priorities and assignees

Priorities: low, medium (default), high, urgent. Changing priority requires the tickets.update permission.
Tickets can have one or several assignees (requires the tickets.assign permission, available from the Plus plan since the Free plan is single-member).

Scheduled closure and deletion

Scheduled closure (requires tickets.change_status): pick a future date; the ticket moves to Closure scheduled and closes automatically when the time passes. Changing the status cancels the schedule.
Scheduled deletion (requires tickets.delete): pick a future date; the ticket is closed immediately and permanently deleted when the time passes. The schedule can be cancelled until then.

Scheduled actions are executed within a minute of their due time. The full lifecycle is described in Ticket lifecycle.

Search

The staff ticket search looks across subjects, package names, customer names, ticket numbers, and message content (including internal notes). While a search term is active, other filters (status, priority, assignee, and so on) are ignored.