Customers can raise a new ticket from the customer portal using one of your ticket forms. The New ticket button appears on the Your tickets page when your workspace has at least one active ticket form.
Click New ticket.
If there is more than one form, choose one from the list.
Fill in the form and click Submit.
The customer's email address is filled in for them, and so is their name if the form asks for it. After submitting, the customer goes straight to the new ticket.