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:
   - Up to 5 files per message
   - 20MB maximum per file, 25MB in total
   - File types include CAD (dwg, dxf, step, stp)
   
   

5. Under Who is the sender of the first message?, choose yourself (the button shows your name) or 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. Create the ticket. The main button sends the message to the contact with the default status, for example Create & send as Pending to followed by the contact's name. Click the arrow next to it to send as Open, On hold or Closed instead. To create the ticket without emailing the contact, click Create without sending 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. On a company, click Create → Create ticket. On a contact, click Add → Ticket:
   
   
    
3. Follow the instructions from Step 3 above