Customize the New Ticket page in your Support Center to match your brand, add instructions, and control the order of fields your contacts see when they submit a ticket. Agents create tickets from a separate form in the agent panel. See Understanding Ticket Creation Form For Agents to customize that form instead.
Available on Basic Team Pro Enterprise PRO
Before you start
- You need the Manage Support Center settings and Customize look and feel of Support Center pages permissions. An account administrator can grant these from Roles and Permissions.
Open the New Ticket page builder
- Go to Support Center > Look & Feel.
- Click New Ticket.
The builder opens with a live preview on the left and Layout Options on the right. Each section below is one of those options.
Customize the banner
The banner sits at the top of the New Ticket page and is the first thing a contact sees.
- Turn on the Banner toggle.
- Click Customize.
- Set the options below.
- Click Save.
| Field | What it does |
|---|---|
| Background | Sets the banner's background color. Enter a hex value. |
| Background Image | Uploads a PNG, JPG, or BMP image behind the banner text. Use an image at least 1280 by 180 pixels, up to 10MB, and crop it with the built-in resizer to fit. |
| Overlay Opacity | Adds a semi-transparent layer over the background image so the welcome text stays readable. |
| Heading Text | Sets the color of the welcome text. Enter a hex value. |
| Welcome Text | The message shown in the center of the banner. This field is required. |
Add a custom text area
A custom text area sits below the banner. Use it to add instructions or images specific to the New Ticket page.
- Turn on the Custom Textarea toggle.
- Click Customize.
- Set the background, description text, and anchor link colors.
- Enter your content in the Custom Text editor. You can format text and insert images.
- Click Save.
Set a message after ticket creation
Show contacts a message right after they submit a ticket, such as expected response times or next steps.
- Turn on the Custom Message after Ticket Creation toggle.
- Click Customize.
- Enter your message in the Custom Text editor.
- Click Save.
ā ā Note ā If you leave this field empty, HappyFox shows a default confirmation message instead.
Turn on CAPTCHA for the form
CAPTCHA (Completely Automated Public Turing test to tell Computers and Humans Apart) blocks spam and automated ticket submissions.
- Turn on the Captcha for End User Forms toggle to require it, or turn it off to remove it.
Customize the form style
Form Style controls the colors and text labels on the ticket form itself, below the banner.
- Under Properties, click Customize next to Form Style.
- Set the options below.
- Click Save.
| Field | What it does |
|---|---|
| Background | Background color of the form area. |
| Heading Text | Color of the "Create a New Ticket" heading. |
| Field Name | Color of field labels, such as Category and Subject. |
| Field Options | Color of dropdown and option text inside fields. |
| Title | Overrides the "Create a New Ticket" heading text. Required. |
| Ticket Fields | Overrides the "Ticket Details" section label. Required. |
| Contact Fields | Overrides the "Contact Details" section label. Required. |
| Create Ticket | Overrides the submit button text. Required. |
Reorder ticket and contact fields
Control the order fields appear in, grouped under Ticket Fields (Category, Subject, Message, Attach File, Add CC & BCC) and Contact Fields (Full Name, Email, Phone).
- Under Properties, click Customize next to Reorder Fields.
- Drag a field to a new position using the handle on the right of each row.
- Click Save.
ā ā Note ā This screen only reorders the default fields. To reorder your ticket or contact custom fields, see the FAQ below.
Publish your changes
Clicking Save on any Layout Option saves it as a draft. The draft reflects immediately in the builder's preview, but your contacts do not see it yet.
- Review your changes in the preview panel.
- Click Publish to push your draft live.
Frequently asked questions
How do I show or hide fields in the New Ticket form?
For default fields, such as Phone or Priority, go to Customize New Ticket Form for Agents and Contacts. For fields you created yourself, go to Manage Ticket Custom Fields and set Internal Field to No to show it to contacts.
How do I change the order of custom fields?
Go to Manage Ticket Custom Fields and click Re-order Fields.
Can I change the field labels shown to contacts?
Yes. See Customize the Display Name of Fields Shown to Your Customers.
How do I add help text for a field?
See Specify Help Texts for Fields Shown to Your Customers.
Continue reading
Understanding Ticket Creation Form For Agents › Support Center Settings, Explained ›