How to create a ticket: from an order, from a part, from the main page

A ticket can be created from any entry point. The three options share the same result — one and the same ticket in the single database. Only what is auto-linked differs.

From the main support page

There is a «+» button in the page header. A click opens a form:

Subject — a short title of the request.
Message — a detailed description.
Attachments — files as needed (via drag&drop or button).
Order link (optional) — for staff and clients with order access.
Responsible (optional, for support staff) — the staff member in charge of the ticket can be assigned right at creation.

The ticket is created without any auto-data from an order — only what you provide manually.

From the wrench in the project header (newgo)

Context «order». The ticket is automatically:

Linked to the current order (field linked_order_id).
Given a subject hint like «Support about order #N».
Opened without leaving the order page.

There are no technical attachments at this level — only the subject and your message.

From the wrench in a part row (newgo)

Context «part». In addition to linking to the order, the ticket is automatically:

Linked to a specific part (field part_ids).
Receives an SVG sketch of the part and a JSON dump of its parameters — support sees the case at once.
Given a subject hint like «Support about part N in order #M».

This is the most «informative» way to create a ticket — no follow-ups «which part exactly and what are its sizes» will be needed.

From the floating "Report a problem" button (project converters)

The 3D constructor and the Basis and DXF import have a floating "Report a problem" button. The client describes the problem in a rich-text editor; screenshots can be pasted directly from the clipboard (Ctrl+V). Attaching the project file is mandatory (up to 10 MB) and it is automatically archived before sending. Optionally, the request is linked to a specific order and even specific order parts — with hints while typing.

The request is created in the shared support system on behalf of the client and their firm, with an "Open my tickets" link.

What happens after creation

The ticket gets a number (continuous numbering, starting from 10000 for web tickets).
The first message becomes the client message with status «new».
You become an automatic subscriber of this ticket (you will receive event notifications).
The notification system gets the ticket.created event — it goes out to the configured support staff via their channels (email/Telegram/Viber/in-system) and to the ticket owner (you).
A system message «📨 Notified: …» appears in the thread — for transparency about who was notified.

What you cannot do

Create a draft ticket — sending is immediate. If you change your mind, close the modal before clicking «Send request».
Create an «empty» ticket — subject and message are required.
Upload a forbidden extension — the server checks the extension whitelist (see SVG sketch and JSON).

From any knowledge-base page

A support ticket can also be created from any knowledge-base page — it goes into the user's common ticket list and passes the same permission checks as a regular one.