How to Create a Ticket in the Customer Portal

This article explains how to create a support ticket through the BoldDesk customer portal. It outlines where to access the Create Ticket page, how to fill in required fields, and how to use the Description editor to format content such as lists, links, images, tables, and code snippets for clearer communication with the support team. To submit a ticket through the customer portal, kindly follow the steps outlined below:

1. Find and click the Create Ticket button at the upper-right corner in the customer portal.

   

2. In the Create Ticket window, enter the required fields such as:

   • Subject (short summary of your request)

   • Description (full details—see the best practices below)

   • Any other required fields (for example, category, product, priority, etc., depending on your portal setup)

     

   Description field: Available formatting options (toolbar)

   The Description field includes a rich-text editor, so you can format your request using text styling, lists, links, images, tables, and more.

   1) Text formatting (make content easy to scan)

   • Bold (B) – highlight keywords like error codes or system names.
   • Italic (I) – emphasize terms or notes.
   • Underline (U) – draw attention to important items.
   • Strikethrough – mark text as no longer applicable.
   • Text color – change font color (use sparingly for clarity).
   • Highlight color – apply background highlight to selected text.
   • Clear formatting – remove styling and return to plain text.

   2) Paragraph style / headings (structure your message)

   • Paragraph dropdown – switch between paragraph and heading styles to organize sections (e.g., Steps, Expected, Actual).

   3) Quoting (for referencing previous content)

   • Quote – format text as a block quote (useful for logs or copied messages).

   4) Lists (best for steps and troubleshooting)

   • Numbered list – ideal for reproduction steps.
   • Bulleted list – useful for observations, requirements, or checklists.

   5) Alignment / indentation (presentation control)

   • Alignment tools – adjust text alignment (left/center/right/justify).

   6) Insert tools (add helpful context)

   • Insert table – add a table for structured details (e.g., Environment | Version | Browser).
   • Insert link – add URLs to related pages or files.
   • Insert image – add screenshots or paste images into the description.

   7) Code / source view (for technical users)

   • Code view / Source – switch to a code/source mode for structured technical content.

   You can include detailed technical descriptions, code snippets, and structured content in the Description field when creating or updating a ticket through the web interface.

   8) RTL (Right-to-left language support)

   • RTL – toggles right-to-left typing direction (useful for Arabic/Hebrew content).

   9) Expand/Collapse toolbar

   • Use the caret/arrow to show or hide additional toolbar options (if available in your portal layout).

3. After filling in the required fields, click the Create button, which will direct you to the ticket detail page.

   

Frequently Asked Questions (FAQs)

1. How do I submit a support ticket using the BoldDesk customer portal?
To submit a ticket, click the Create Ticket button located in the upper-right corner of the customer portal and fill out the required form.

2. Can I include technical details or code snippets in my ticket?
Yes. BoldDesk supports adding technical descriptions, code snippets, and structured content directly within the ticket description field.

3. Is it possible to make the ‘All Tickets’, ‘Pending Tickets’, and ‘Solved/Closed Tickets’ cards clickable in the BoldDesk customer portal?
No. BoldDesk provides a status filter in the customer portal, allowing you to efficiently navigate tickets based on their status.

Related Articles

• How to Add CCs to Tickets in the Customer Portal
• How to Create Tickets on Behalf of a Requester in BoldDesk