[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"documentation:page:\u002Fdocumentation\u002Ftickets\u002Fconfiguration":3,"documentation:nav":303},{"id":4,"title":5,"body":6,"category":292,"description":293,"extension":294,"meta":295,"navigation":296,"order":297,"path":298,"seo":299,"stem":300,"updated":301,"__hash__":302},"documentation\u002Fdocumentation\u002Ftickets\u002Fconfiguration.md","Configuring the ticket form",{"type":7,"value":8,"toc":280},"minimark",[9,18,23,26,71,74,78,92,96,103,106,122,126,133,162,165,168,175,189,192,196,232,236,261,269,273],[10,11,12,13,17],"p",{},"Staff with the ",[14,15],"permission-label",{"permission":16},"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.",[19,20,22],"h2",{"id":21},"subject-and-description-requirements","Subject and description requirements",[10,24,25],{},"You can set minimum lengths for what customers must type:",[27,28,29,45],"table",{},[30,31,32],"thead",{},[33,34,35,39,42],"tr",{},[36,37,38],"th",{},"Setting",[36,40,41],{},"Default",[36,43,44],{},"Configurable range",[46,47,48,60],"tbody",{},[33,49,50,54,57],{},[51,52,53],"td",{},"Subject minimum",[51,55,56],{},"5 characters",[51,58,59],{},"1 to 100",[33,61,62,65,68],{},[51,63,64],{},"Description minimum",[51,66,67],{},"10 characters",[51,69,70],{},"1 to 1,000",[10,72,73],{},"Subjects are capped at 64 characters and descriptions at 10,000 regardless of settings.",[19,75,77],{"id":76},"requiring-a-package","Requiring a package",[10,79,80,81,85,86,91],{},"By default, customers may open a ticket without selecting a Tebex package. Turning ",[82,83,84],"strong",{},"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 ",[87,88,90],"a",{"href":89},"\u002Fdocumentation\u002Fintegrations\u002Ftebex","Tebex integration",").",[19,93,95],{"id":94},"custom-ticket-buttons","Custom ticket buttons",[10,97,98,99,102],{},"Custom buttons are quick-access ticket types shown to customers on the portal (for example \"Bug report\", \"Billing question\"). Up to ",[82,100,101],{},"10 buttons"," per project, each with a name, an optional icon and description, and an enabled toggle.",[10,104,105],{},"The button a customer picks becomes the ticket's type. Buttons can also drive:",[107,108,109,116],"ul",{},[110,111,112,115],"li",{},[82,113,114],{},"Custom field visibility",": fields linked to a button only appear when that button is selected.",[110,117,118,121],{},[82,119,120],{},"Auto-assign rules",": tickets created via a button can be assigned automatically (see below).",[19,123,125],{"id":124},"custom-fields","Custom fields",[10,127,128,129,132],{},"Add up to ",[82,130,131],{},"20 typed form fields"," to the ticket form:",[107,134,135,141,147,153,159],{},[110,136,137,140],{},[82,138,139],{},"Types",": text, textarea, number, checkbox, select (single or multiple choice, up to 20 options), and file upload.",[110,142,143,146],{},[82,144,145],{},"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.",[110,148,149,152],{},[82,150,151],{},"Validation",": fields can be required, text fields can enforce min\u002Fmax lengths, number fields can enforce min\u002Fmax values.",[110,154,155,158],{},[82,156,157],{},"Targeting",": a field can be linked to specific custom buttons and\u002For specific Tebex packages (up to 100), so it only appears and is only validated when relevant.",[110,160,161],{},"Fields are displayed in the order you arrange them; drag and drop to reorder.",[10,163,164],{},"Customers' answers are stored with the ticket and shown to staff in the ticket detail view.",[19,166,120],{"id":167},"auto-assign-rules",[10,169,170,171,174],{},"On the ",[82,172,173],{},"Team"," plan and higher, tickets can be assigned automatically at creation. Two kinds of rules exist:",[107,176,177,183],{},[110,178,179,182],{},[82,180,181],{},"Package rules",": \"tickets about package X go to staff member Y\".",[110,184,185,188],{},[82,186,187],{},"Button rules",": \"tickets created via button X go to staff member Y\".",[10,190,191],{},"If the ticket has linked packages, the rules of every linked package are evaluated; otherwise button rules are. Several matching rules simply produce several assignees (each person is only assigned once). Rules pointing at someone who has left the project are skipped silently.",[19,193,195],{"id":194},"priorities-and-assignees","Priorities and assignees",[107,197,198,221],{},[110,199,200,201,205,206,209,210,205,213,216,217,220],{},"Priorities: ",[202,203,204],"code",{},"low",", ",[202,207,208],{},"medium"," (default), ",[202,211,212],{},"high",[202,214,215],{},"urgent",". Changing priority requires the ",[14,218],{"permission":219},"tickets.update"," permission.",[110,222,223,224,227,228,231],{},"Tickets can have one or several assignees (requires the ",[14,225],{"permission":226},"tickets.assign"," permission, available from the ",[82,229,230],{},"Plus"," plan since the Free plan is single-member).",[19,233,235],{"id":234},"scheduled-closure-and-deletion","Scheduled closure and deletion",[107,237,238,252],{},[110,239,240,243,244,247,248,251],{},[82,241,242],{},"Scheduled closure"," (requires ",[14,245],{"permission":246},"tickets.change_status","): pick a future date; the ticket moves to ",[82,249,250],{},"Closure scheduled"," and closes automatically when the time passes. Changing the status cancels the schedule.",[110,253,254,243,257,260],{},[82,255,256],{},"Scheduled deletion",[14,258],{"permission":259},"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.",[10,262,263,264,268],{},"Scheduled actions are executed within a minute of their due time. The full lifecycle is described in ",[87,265,267],{"href":266},"\u002Fdocumentation\u002Ftickets\u002Flifecycle","Ticket lifecycle",".",[19,270,272],{"id":271},"search","Search",[10,274,275,276,279],{},"The staff ticket search looks across subjects, package names, customer names, ticket numbers, and ",[82,277,278],{},"message content"," (including internal notes). While a search term is active, other filters (status, priority, assignee, and so on) are ignored.",{"title":281,"searchDepth":282,"depth":282,"links":283},"",2,[284,285,286,287,288,289,290,291],{"id":21,"depth":282,"text":22},{"id":76,"depth":282,"text":77},{"id":94,"depth":282,"text":95},{"id":124,"depth":282,"text":125},{"id":167,"depth":282,"text":120},{"id":194,"depth":282,"text":195},{"id":234,"depth":282,"text":235},{"id":271,"depth":282,"text":272},"tickets","Custom ticket buttons, custom fields, auto-assign rules, length requirements, and the package requirement toggle.","md",{},true,4,"\u002Fdocumentation\u002Ftickets\u002Fconfiguration",{"title":5,"description":293},"documentation\u002Ftickets\u002Fconfiguration","2026-06-07","mQRdEA0buhIM3hCcq_s-YSfFLY8Aiud42MHvcvEyDo4",[304,308,309,314,318,322,326,328,332,335,338,341,344,347,351,354,358,361,364,367,368],{"title":305,"path":306,"category":307,"order":307},"Customer portal","\u002Fdocumentation\u002Fportal\u002Foverview",null,{"title":267,"path":266,"category":307,"order":307},{"title":310,"path":311,"category":312,"order":313},"Account & security","\u002Fdocumentation\u002Faccount\u002Fsecurity","account",1,{"title":315,"path":316,"category":317,"order":313},"AI assistant","\u002Fdocumentation\u002Fai\u002Fassistant","ai",{"title":319,"path":320,"category":321,"order":313},"CSAT surveys","\u002Fdocumentation\u002Fcsat","csat",{"title":323,"path":324,"category":325,"order":313},"Getting started","\u002Fdocumentation\u002Fgetting-started","getting-started",{"title":90,"path":89,"category":327,"order":313},"integrations",{"title":329,"path":330,"category":331,"order":313},"Roles & permissions","\u002Fdocumentation\u002Fteam\u002Froles-permissions","team",{"title":333,"path":334,"category":292,"order":313},"Ticket statuses","\u002Fdocumentation\u002Ftickets\u002Fstatuses",{"title":336,"path":337,"category":312,"order":282},"Notifications","\u002Fdocumentation\u002Faccount\u002Fnotifications",{"title":339,"path":340,"category":317,"order":282},"AI knowledge base","\u002Fdocumentation\u002Fai\u002Fknowledge",{"title":342,"path":343,"category":327,"order":282},"Discord integration","\u002Fdocumentation\u002Fintegrations\u002Fdiscord",{"title":345,"path":346,"category":325,"order":282},"Plans & limits","\u002Fdocumentation\u002Fplans-limits",{"title":348,"path":349,"category":350,"order":282},"Portal customization","\u002Fdocumentation\u002Fportal\u002Fbranding","portal",{"title":352,"path":353,"category":331,"order":282},"Members & invitations","\u002Fdocumentation\u002Fteam\u002Fmembers-invitations",{"title":355,"path":356,"category":317,"order":357},"Writing AI-ready documentation","\u002Fdocumentation\u002Fai\u002Fwriting-ai-ready-docs",3,{"title":359,"path":360,"category":327,"order":357},"GitHub integration","\u002Fdocumentation\u002Fintegrations\u002Fgithub",{"title":362,"path":363,"category":292,"order":357},"Messages & conversation","\u002Fdocumentation\u002Ftickets\u002Fmessages",{"title":365,"path":366,"category":327,"order":297},"Tebex keys & security","\u002Fdocumentation\u002Fintegrations\u002Ftebex-keys",{"title":5,"path":298,"category":292,"order":297},{"title":369,"path":370,"category":327,"order":371},"Self-hosted Tebex Bridge","\u002Fdocumentation\u002Fintegrations\u002Ftebex-bridge",5]