In some cases, agents may need to create support tickets on behalf of customers—for example, when a request is received via phone, chat, or an in-person interaction rather than through the customer portal. Smart Support allows this functionality, but it must first be enabled from settings.

📍 Where Agents Can Create Tickets

Agents can create a new ticket in two places inside the WordPress admin:

1. From the Tickets Dashboard
   • Navigate to Smart Support → Tickets.
   • Click Add New at the top of the ticket list.
2. From the Smart Support Menu
   • In the left admin sidebar, under Smart Support, click Add New.

Both options lead to the Add New Ticket page.

🖊️ Add New Ticket Page – Detailed Options

When creating a ticket, the agent will fill in multiple fields. Below is a breakdown of each section:

1. Ticket Title & Description

• Title (Subject): A short summary of the issue (e.g., “Unable to reset password”).
• Description: A detailed explanation of the customer’s problem. Agents can include text, images, and links using the editor.

2. File Attachments

• Agents can attach up to 5 files (10MB each).

• Allowed file types: JPG, PNG, GIF, PDF, DOC, DOCX, TXT, ZIP.

• Drag-and-drop or use the Browse Files button.

3. Ticket Management Panel (Right Sidebar)

This section defines how the ticket behaves in the system.

• Status:
  • Default: New.
  • Changes automatically to Working On when an agent replies.
  • Options: New, Working On, Resolved, Closed.
• Customer (Required):
  • Every ticket must be linked to a customer.
  • Agents can search for an existing user or create a new one using Add New User.
  • Tickets without a customer cannot be saved.
• Support Representative:
  • Choose the agent to whom the ticket should be assigned.
  • Default: Unassigned.
• Ticket State:
  • Defines workflow state (e.g., Open, On Hold, Delayed).
  • Default: Open

4. Custom Fields

Depending on configuration, the following fields may be available:

• Department: Route the ticket to a specific team (e.g., Technical Support, Billing, Sales).
• Product: Link the ticket to a specific product or service.
• Priority: Select urgency (Low, Medium, High).

📌 Example:
A ticket about a billing error might be set as:

• Department: Billing
• Product: Subscription Plan
• Priority: High

5. Ticket Actions

At the top-right of the page, agents have action buttons:

• Create Ticket (Green Button): Saves and creates the ticket immediately.
• Preview: View the ticket layout before creating it.
• Save Draft: Save the ticket as a draft without submitting it yet.

✅ Key Points to Remember

• The Agent Permission to create tickets must be enabled.
• Every ticket must be linked to a customer account.
• Agents should carefully select status, department, product, and priority to ensure the ticket is routed correctly.
• Attachments and detailed descriptions help other team members understand the issue better.
• Drafts can be saved and completed later if all details are not available.

Smart Support allows agents to create tickets directly from the backend when customers are unable or prefer not to use the support portal. This feature ensures that all support interactions—whether through phone, email, or chat—are properly logged in the helpdesk system. By filling in the required details (customer, status, department, product, priority), agents can make sure the ticket is properly assigned and tracked, leading to faster and more organized resolution.

👉 Next step: How End Users Create Tickets from the Frontend