How to configure ticket creation in Client Portal?

For instance administrators in Constructor: which departments and topics end users see in the Support Portal, and the text and icons on Create ticket wizard cards.

When you need this

  • You are rolling out Client Portal and need to limit departments/topics for clients.
  • Users see “Ticket creation is not configured” or too many departments in the wizard.
  • You want clearer hints on department and topic cards (including multiple languages).

Good to know

  • The settings page appears only after you enable Client Portal settings (Constructor) under Instance settings.
  • In Constructor: Settings → Client Portal — Instance & access (portal URL) first, then Directions and topics (Напрямки і теми in Ukrainian UI).
  • Topics come from Operator Panel (subjects); ticket form fields still come from each topic’s custom fields.
  • Card copy is edited in language tabs (UA, EN, DE) — the same languages as the Support Portal UI.
  • For a department: description only (per language); for a topic: optional name in portal (overrides Operator Panel topic name on the card) plus description.
  • You can also edit a topic under Settings → Topics; portal description text is preserved when saving there.

Before you start

  • You have root access or Settings permission in Constructor.
  • Instance & access has Client Portal URL (and registration if needed) — see administrator hub.
  • Required processes (bots) and subjects exist in the system.

Step-by-step

1. Enable the settings page

  1. Open Settings → Instance settings.
  2. Scroll to feature flags.
  3. Expand Client Portal.
  4. Turn on Client Portal settings (Constructor).
  5. Refresh Constructor if the new menu item does not appear.

2. Open “Directions and topics”

  1. Go to Settings → Client Portal → Directions and topics.
  2. Confirm the page explains selecting bots and ticket topics for the portal.

3. Choose departments and topics

  1. In Available bots (departments) for Client Portal, select every process clients may use.
  2. If there are multiple departments, set Default bot (must be in the enabled list).
  3. Expand each department in the accordion:
    • in language tabs (UA, EN, DE), set Department description for Client Portal; optionally set Department icon in portal (shared across languages);
    • under Ticket topics, pick subjects from Operator Panel (at least one per department);
    • for each selected topic, expand its card: in language tabs (UA, EN, DE), set Name in portal and Description (one language visible at a time; leave name empty to use the Operator Panel topic name on the card).
  4. Click Save.

4. Verify in the portal

  1. Sign in to the Support Portal as a test Client Portal user.
  2. Click Create ticket.
  3. Confirm only configured departments/topics appear with your copy; with a single department, the wizard skips the department step and shows topic cards.

How to confirm it worked

  • No validation errors remain on the settings page after save.
  • The portal wizard does not show “Ticket creation is not configured”.
  • Department and topic cards match the descriptions you entered.