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Let customers submit and track requests

The help centre request form, and the My requests page where customers follow up.

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Your help centre has a request form that works as your website contact form. Every request becomes a ticket, and signed-in customers can follow their requests in My requests.

Submit a request

Customers choose Submit a request in the help centre header. The form asks for:

  • What can we help with?: the ticket form, when you offer more than one;
  • Your email address and Your name (not asked when the customer is signed in);
  • Subject and Description, plus any fields of the chosen form;
  • attachments: photos, PDFs or Office documents, up to 10 MB each.

While the customer types a subject, Suggested articles shows articles that may answer the question right away.

After sending, the customer sees “Request #1234 received” and gets a confirmation email. Anyone can submit a request without signing in. Your team replies by email.

Choose the forms and fields

The request form shows the ticket forms that are active, visible to end users and offered on that brand. Only fields that are visible and editable for customers appear. Conditions on the form show and hide fields while the customer types. See Build ticket forms with conditions.

My requests

Signed-in customers open My requests to see their requests, filtered by Open, Solved or All. They also see requests they are CC’d on, and their organization’s requests when the organization has Shared tickets turned on.

In a request they can Add a reply with attachments, or tick Please consider this request solved to solve it. Closed requests cannot get replies: the customer submits a new request instead.

Status names customers see are friendly: Pending shows as Awaiting your reply. Custom statuses can have their own end-user label.

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