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The support ticket template gives customers a structured way to report an issue directly inside WhatsApp. Rather than receiving an unstructured text message, your support team receives a categorised ticket with a subject, a detailed description, and a priority level — all in a consistent format that is easy to route and prioritise. The flow presents a single screen and takes under a minute for a customer to complete.

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Who should use this template

This template suits any business with a customer support function: SaaS products, e-commerce stores, service providers, or any team that handles inbound issue reports. It is also a strong starting point for building a triage flow that routes tickets to different agents or channels based on category or priority.

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Screen breakdown

The flow has one screen.

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Screen 1: Support ticket form (TICKET_FORM)

The screen title is Support Request and the heading reads “How can we help?”
FieldTypeRequiredOptions
Issue CategoryDropdownYesBilling & Payments, Technical Issue, Account & Access, Feature Request, Other
SubjectTextInputYesText
Describe your issueTextAreaYesFree text
PriorityDropdownYesLow — General question · Medium — Affecting workflow · High — Service disrupted · Urgent — Complete outage
Tapping Submit Ticket completes the flow.

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Components used

TextHeading, TextBody, Dropdown, TextInput, TextArea, Footer

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Submitted payload

When the user completes the flow, your bot receives:
KeyValue
categoryCategory ID (e.g. billing, technical, account, feature, other)
subjectIssue subject
descriptionFull description
priorityPriority ID (low, medium, high, urgent)

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How to generate this flow

Open the AI agent in your Paige project and send a prompt like:
  • "Use the support ticket template"
  • "Create a help desk ticket flow"
  • "Generate a flow based on the support ticket template"
The agent creates and syncs the flow to Meta. You can then ask it to add, remove, or rename categories and priority levels to match your support structure.
To add automatic escalation logic, ask the agent: “When a ticket is submitted with priority ‘urgent’, send an immediate notification message to the customer confirming the ticket and stating the expected response time.”

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Flow JSON

Below is the complete flow definition from this template. 
{
  "version": "6.0",
  "screens": [
    {
      "id": "TICKET_FORM",
      "title": "Support Request",
      "layout": {
        "type": "SingleColumnLayout",
        "children": [
          { "type": "TextHeading", "text": "How can we help?" },
          {
            "type": "TextBody",
            "text": "Describe your issue and we'll get back to you as soon as possible."
          },
          {
            "type": "Dropdown",
            "name": "category",
            "label": "Issue Category",
            "required": true,
            "data-source": [
              { "id": "billing", "title": "Billing & Payments" },
              { "id": "technical", "title": "Technical Issue" },
              { "id": "account", "title": "Account & Access" },
              { "id": "feature", "title": "Feature Request" },
              { "id": "other", "title": "Other" }
            ]
          },
          {
            "type": "TextInput",
            "name": "subject",
            "label": "Subject",
            "required": true,
            "input-type": "text"
          },
          {
            "type": "TextArea",
            "name": "description",
            "label": "Describe your issue",
            "required": true
          },
          {
            "type": "Dropdown",
            "name": "priority",
            "label": "Priority",
            "required": true,
            "data-source": [
              { "id": "low", "title": "Low — General question" },
              { "id": "medium", "title": "Medium — Affecting workflow" },
              { "id": "high", "title": "High — Service disrupted" },
              { "id": "urgent", "title": "Urgent — Complete outage" }
            ]
          },
          {
            "type": "Footer",
            "label": "Submit Ticket",
            "on-click-action": {
              "name": "complete",
              "payload": {
                "category": "${form.category}",
                "subject": "${form.subject}",
                "description": "${form.description}",
                "priority": "${form.priority}"
              }
            }
          }
        ]
      },
      "terminal": true,
      "success": true,
      "data": {}
    }
  ]
}