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Tickets & customers

Create a ticket

Create a complete support request with the customer details and fields your team needs.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Admin create is #/tickets/new. It loads the global Ticket Form schema with surface=admin. Required core fields (subject, customer, message) plus any Form Builder fields marked visible on Admin Create Ticket are shown. You can start from a customer query string (?customer=).

When to use this

Agents log phone or walk-in work without a second form. Because the schema is global, the same product field appears on the portal and the chat Add New Ticket tab.

Where to find the controls

Sidebar create action, Command Palette, customer 360 → Create ticket, or #/tickets/new. Schema editing is #/settings/system/ticket-form.

Who can make these changes

elegant_support_create_ticket. Read-only roles see “Your role cannot create tickets.” Additional capability requirements: elegant_support_manage_customer.

Before you begin

Edit fields, required flags, conditional logic, and surface visibility in Ticket Form Builder. Ticket defaults (status, prefix, attachments) are Settings → System → Tickets.

Follow these steps

  1. Open #/tickets/new.
  2. Search or create the customer.
  3. Fill visible fields (text, textarea, select, multi-select, checkbox, attachment, sections).
  4. Submit.
  5. You land on the ticket workspace.

Settings reference

Customer, subject, body, priority if shown, attachments if the file field is on the admin surface, plus every custom field with surfaces including admin. Chat transcript is chat-only and does not appear here.

Example workflow

An agent opens a customer 360, clicks Create ticket, the form prefills the customer, and a Warranty select (global schema) appears because it is enabled on admin, portal, and public_form.

Good practices

Preview surfaces in the Form Builder before adding a required field; a required admin-only field will not block the public form.

Important considerations

Do not build a second “admin form” elsewhere. There is one schema. Hidden fields still store historical values on old tickets.

If something does not work

Expected field missing: check surface visibility and conditional logic. Attachment rejected: file type/size limits in Tickets settings. Submit 403: create_ticket missing or session expired.

Continue learning

Organize your ticket workflow→Manage customer records→Build a ticket form→Let customers create a ticket from chat→

Let’s solve it together.

Can’t find what you need? Our support team can help with your next step.

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What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

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A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

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