Configuring the ticket form

Staff with the Update ticket 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:

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.
• Automations: a workflow can branch on the ticket type, for example to assign tickets created via a given button (see below).

Custom fields

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

• Types: text, textarea, number, checkbox, select (single or multiple choice, up to 20 options), and file upload.
• File upload fields: customers attach files directly on the field (configurable limit of up to 5 files, 10 MB each, same file types as message attachments). Uploaded files are attached to the ticket's first message and can be downloaded by staff.
• 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

Automatic assignment is configured in automation workflows. Build a workflow on the Ticket created trigger (or Package selected, for a package linked after creation), add a condition on the ticket's package or type, and end it with an Assign to a user action. Chaining several Add to assignees actions routes a ticket to a whole group.

Projects that used the previous dedicated rules keep them listed in the ticket settings, read-only: those rules no longer assign anyone (they were converted into workflows) and the only action left is deleting them. The card disappears once the last one is removed.

Priorities and assignees

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

Scheduled closure and deletion

• Scheduled closure (requires Change ticket 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 Delete tickets): 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.