Required customer context
The current ticket creation flow requires a company or customer relationship. A related deal can be selected only from deals that belong to the selected company. That prevents a ticket from being attached to an unrelated opportunity simply because the deal name looked similar.Create the ticket
1
Open Support
Go to Support, then Tickets.
2
Create the ticket
Use the new-ticket action.
3
Choose the company
Select the customer or company the request belongs to.
4
Link the deal if relevant
If the issue relates to a specific commercial opportunity, choose a deal from the selected company’s eligible deals.
5
Describe the request
Complete the ticket type, category, title, detailed description, impact, priority, assignee, and status fields that apply.
6
Save
Create the ticket. It enters the support workflow and can participate in assignment, SLA, automation, notes, and activity history.
Priority and impact
Use these fields to describe operational urgency rather than customer importance alone. A large customer with a minor question does not automatically need the same priority as a service outage affecting a smaller account.Assignee
Assignment identifies who owns the response. Ticket assignment is protected separately byticket.assign, while creating and editing use ticket.create and ticket.edit.
The automation catalog includes Ticket has no assignee to catch open tickets that nobody owns.