Support and knowledge base
Create a support ticket
Create a support ticket in Pixie CRM: follow the supported route, review important fields and verify the result before moving on.
Where to goSupport → New Ticket
Before you startIf the screen or action is missing, ask a Pixie CRM administrator to check your role and whether the relevant module is enabled. Do not work around permissions by using another person’s account.
What this helps you do
This guide shows the supported Pixie CRM route for create a support ticket, the values worth reviewing and the checks to make after the action.
Follow these steps
- Open Support → New Ticket in Pixie CRM.
- Choose the customer and contact when the request belongs to a customer. For an internal request, keep the ticket in the correct internal context.
- Select the department and service that should own the request, then set the priority deliberately.
- Write a clear subject and message. Add attachments only when they are relevant and safe for the intended ticket audience.
- Assign the ticket to the appropriate staff member or queue when your process requires an owner at creation.
- Review the client-visible message separately from internal notes, then save the ticket.
- Reopen the ticket and verify its status, department, assignee, customer/contact link and activity or outbound-message history.
Fields and controls to review
Customer or internal context
Contact
Department and service
Subject
Priority
Message and attachments
Assigned staff
Checks before you finish
- Confirm customer/contact and support department.
- Set priority and service context deliberately.
- Keep internal notes separate from client replies.
- Verify ticket status, assignee and outbound history.
Permissions and record safety
Keep the change accountable.Use the least destructive action available, work inside your authorised role and preserve activity or audit evidence. Obtain any required approval before financial, privacy, signature or deletion actions.