How to Create a Support Ticket
Time: 3 minutes Difficulty: Easy Last Updated: 2026-01-15
Learn how to create a new support ticket in Custojo. This guide covers all fields, account types, and includes example values.
Overview
This guide shows you how to create a new support ticket. Tickets can be created for staff members, clients, vendors, or custom external users.
Prerequisites
⚠️ Before You Begin: Make sure you have completed these prerequisites.
| Prerequisite | Status | Guide |
|---|---|---|
| Ticket Category (recommended) | [ ] Complete | Create a Category |
💡 Tip: While you can create tickets without categories, creating categories first helps organize your tickets better.
Step-by-Step
Step 1: Navigate to Support Tickets
- Log in to your dashboard
- Click Support Ticket in the sidebar
- Click Tickets (if not already on tickets page)
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Step 2: Click Create New
- Click the + Create or Create Ticket button
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Step 3: Select Account Type
Choose who the ticket is for:
| Account Type | Description | When to Use |
|---|---|---|
| Staff | Internal team member | Support request from employee |
| Client | Customer account | Customer support request |
| Vendor | Vendor account | Vendor-related issue |
| Custom | External user (name/email) | Support from non-account holder |
Step 4: Fill in Ticket Details
⚠️ Prerequisite Check: Before filling in fields that reference other items, make sure those items exist. If you see a dropdown with no options, you need to create the prerequisite first.
Required Fields:
| Field | What to Enter | Example | Prerequisite |
|---|---|---|---|
| Name | Contact person's name | John Smith | None |
| Contact email address | john@example.com | None | |
| Subject | Brief ticket subject | Unable to log in to dashboard | None |
| Category | Select ticket category | Technical | ⚠️ Recommended: Create a Category first (or create new) |
| Status | Initial ticket status | Open | None (system default) |
💡 Missing Category dropdown? If you want to use an existing category but the dropdown is empty, create ticket categories first. You can also create a new category on the fly.
Optional Fields:
| Field | Purpose |
|---|---|
| Description | Detailed description of the issue |
| Attachments | Upload files, screenshots, documents |
| Note | Internal note (staff-only, not visible to customer) |
Step 5: Save
- Click Save or Create
- You'll see a success message
- Ticket is created with a unique ticket ID
- Ticket appears in your tickets list
Tips
💡 Best Practice: Create ticket categories first (Technical, Billing, Feature Request, etc.) to keep tickets organized.
💡 Pro Tip: Use the "Note" field for internal comments that customers won't see. Use "Conversations" for customer-visible replies.
What Happens Next?
After creating a ticket:
- Ticket receives unique ID
- Email notification sent (if configured)
- Ticket appears in dashboard
- You can Reply to the Ticket
- Track status through workflow