Let visitors submit a request
Turn on a contact form so visitors can open a ticket from your help center — no email channel required.
Turn on a contact form so visitors can open a ticket from your help center — no email channel required.
Not every visitor finds their answer in an article. Submit a request lets them open a ticket straight from your help center — even if you've never connected a support email. Your reply goes out from your workspace address, and the customer's answer threads right back into the same conversation.
Turn it on
Open Help Center → Submit a request and switch on Show a "Submit a request" link. That drops the link into your help center header and enables the public /submit page.
Hit Open the form to see exactly what your visitors will.
Confirm the visitor's email
By default, the visitor confirms their address with a 6-digit code before the ticket is created — so a typo never becomes a conversation you can't reply to.
Turn Confirm the visitor's email first off and requests still come through — but they arrive flagged Unverified in your inbox, and the form stops accepting attachments.
Choose the form fields
Subject and description are always asked. Everything else is yours to shape under Form fields:
- ·Name, phone, order number — set each to Hidden, Optional or Required.
- ·Custom fields — add your own short-answer or dropdown questions: a "Topic" picker, an order channel, anything you route on.
- ·Intro text — a welcoming line at the top of the form, in your own words.
Attachments
Visitors who've confirmed their address can attach files — screenshots, receipts, documents — and they land on the ticket like any other attachment.
Skip the email step for signed-in visitors
If your own app already knows who someone is, sign a short-lived token and the form greets them by name, no verification needed.
Open Identity secret → How to set it up for the three-step guide: copy your signing secret, sign an HS256 token carrying the visitor's email, and hand it to the embedded form. A missing or expired token quietly falls back to the email step — a broken integration never locks anyone out.
Where requests land
Every request opens a ticket in your unified inbox, tagged as coming from the web form, with the requester's verified status shown at a glance. Reply as usual — your answer emails the customer, and their reply threads straight back into the same ticket.
Switch on Show a "Submit a request" link under Help Center → Submit a request, then hit Open the form to see what your visitors will.