> ## Documentation Index
> Fetch the complete documentation index at: https://howto.paigeme.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle support tickets with a WhatsApp Flow template

> A single-screen WhatsApp Flow that collects an issue category, subject, description, and priority level to create a structured support ticket.

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.

## 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.

## Screen breakdown

The flow has one screen.

### Screen 1: Support ticket form (`TICKET_FORM`)

The screen title is **Support Request** and the heading reads "How can we help?"

| Field               | Type      | Required | Options                                                                                                    |
| ------------------- | --------- | -------- | ---------------------------------------------------------------------------------------------------------- |
| Issue Category      | Dropdown  | Yes      | Billing & Payments, Technical Issue, Account & Access, Feature Request, Other                              |
| Subject             | TextInput | Yes      | Text                                                                                                       |
| Describe your issue | TextArea  | Yes      | Free text                                                                                                  |
| Priority            | Dropdown  | Yes      | Low — General question · Medium — Affecting workflow · High — Service disrupted · Urgent — Complete outage |

Tapping **Submit Ticket** completes the flow.

## Components used

`TextHeading`, `TextBody`, `Dropdown`, `TextInput`, `TextArea`, `Footer`

## Submitted payload

When the user completes the flow, your bot receives:

| Key           | Value                                                                    |
| ------------- | ------------------------------------------------------------------------ |
| `category`    | Category ID (e.g. `billing`, `technical`, `account`, `feature`, `other`) |
| `subject`     | Issue subject                                                            |
| `description` | Full description                                                         |
| `priority`    | Priority ID (`low`, `medium`, `high`, `urgent`)                          |

## 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.

<Tip>
  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."
</Tip>

## Flow JSON

Below is the complete flow definition from this template.

```json theme={null}
{
  "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": {}
    }
  ]
}
```