Create tickets in the Customer Portal
As an end-user, you can submit tickets in the Customer Portal.
Remember: When an admin or an agent signs in to the Customer Portal, they are treated as end-users and can manage only those tickets that either they have created or were submitted on their behalf.
- On the Helpdesk page, click .
The Ticket details page appears.
Results: You will receive an email notification about creating a ticket with all the details that you have entered. 
Note: You can only add comments to existing tickets as described in Add comments to a ticket in the Customer Portal
Create a ticket with AI on your behalf
In the
Customer Portal, you can ask GoPilot to find a solution for your problem, and create a ticket if the proposed solution is not satisfying. The advantage of asking AI first is that you may get an instant solution to your problem, even without assistance from an agent. All you have to do is start asking questions:
- GoPilot displays the answer and offers the following options:
- Hover over the answer to mark it helpful or unhelpful.
- At the bottom of the page, select Yes, it solved my issue to mark the answer as an accepted solution. In this case, GoPilot will create a ticket with your conversation included and mark it as Resolved.
- Select No, create a ticket to ask for agent assistance. In this case, the ticket editor opens where GoPilot automatically fills in the subject and summary fields with information from your conversation. Update the details of your ticket as necessary before saving it.
An overview of the My tickets page
You see the following ticket details on the
My tickets page:
- Ticket ID - An internal identifier of your ticket.
- Status - The current status of your ticket, which changes as your issue is processed. The following statuses are available:
- Open - the ticket is assigned to an agent
- In Progress - an agent started working on the ticket
- On Hold - the ticket is assigned, but work is temporarily put on hold
- Blocked - the assigned agent cannot continue work on the issue
- Resolved - issue is resolved. Ticket will be closed.
- Closed - the ticket is closed
- Cancelled - the ticket is no longer relevant
- Subject - Subject of the ticket as defined during ticket creation.
- Category - The category selected for the ticket.
- Assigned To - Name of the agent who is assigned to your issue.
- Priority - Priority of the ticket.
- Due Date - Date by when your issue should be resolved.
- Helpdesk Service - Name of the helpdesk service, or channel that takes care of your ticket.
File types you can attach to your ticket
The following file types are supported:
- PNG images
- JPG images
- JPEG images
- GIF images
- MPEG audio files
- MP4 audio and video files
- Plain text files
- CSV files
- Microsoft Word documents
- Microsoft Excel documents
- Microsoft Powerpoint documents
- PDF documents
- Quicktime videos
Article last updated: 10 December, 2024
