As well as receiving customer support tickets, you can create them inside Upsales. Here's how.

This article covers:

• How to create customer support tickets when you have a Customer Support licence
• How to create customer support tickets when you don't have a Customer Support licence 

You have a Customer Support licence if the Support tab appears in Upsales:

How to create customer support tickets when you have a Customer Support licence

1. Click Support:
   
   
    
2. Click Add:
   
   
3. Enter the support ticket details. This can include the contact or company requiring a support ticket, assigned user, priority level, template, and message details
4. You can also upload files to the support ticket:
   - 25MB maximum file size
   - File types include CAD (dwg, dxf, step, stp)
   
   

5. Choose who will appear as the sender for the support ticket: You (the logged in user), or the contact (the person who raised the ticket)

   Admins can change the default choice by going to Settings → Customer support → Ticket settings and clicking the toggle next to Enable support user as first sender:
   
   

6. Select whether to send the message as pending, open, or on hold – or create a ticket without sending a confirmation:
   
   
    
7. The support ticket now appears in your Support dashboard. Click to open, or click the three dots (···) to archive or delete the ticket:
   
   

How to create customer support tickets when you don't have a Customer Support licence 

(to get a Customer Support licence, contact us)

1. Open the contact or company that requires a support ticket
2. Click Create → Create ticket:
   
   
    
3. Follow the instructions from Step 3 above