Custom Initial Ticket Message for New Product Purchases

Feature Request

Add a product-level setting that allows administrators to define a custom template for the initial support ticket automatically generated when a client purchases a product. The template could support variables such as: Client Name Product Name Order Number Service ID Custom Fields This would allow different products to generate different onboarding messages based on the information required for service delivery.

How Would You Use This in Upmind?

We provide multiple services, including WordPress Maintenance, Hosting, and other managed services. Each service requires different onboarding information from the client. For example, when a client purchases a WordPress Maintenance Plan, the initial ticket could automatically contain: WordPress Admin URL WordPress Username Temporary Password Hosting Access (if applicable) Any website-specific requirements or concerns For Hosting products, the ticket could instead provide migration instructions and request DNS-related information. This would allow us to start the onboarding process immediately without manually updating every new ticket.

What problem does this solve for you?

Currently, the automatically generated ticket uses a generic message that does not request the specific information needed for each service. As a result, our team must manually follow up with clients to collect onboarding details, which increases response times and creates additional administrative work. A customizable ticket template would ensure clients receive clear instructions immediately after purchase and help us gather the required information from the outset.

Impact of not having this feature

Without this feature: Additional manual effort is required for every new order. Onboarding takes longer because information must be requested separately. Clients may be unsure what information they need to provide. Service activation and fulfillment can be delayed. Support teams spend time performing repetitive onboarding tasks.