What customers get
A support form on your website, in an email signature or behind a QR code. The customer gives their name, an email address or phone number, chooses what the request is about and describes it.
After sending, they see their reference number and a button to follow the request. That opens their own ticket page, where they see your replies and can reply or send files. Your internal notes never show there.
From the form they can also choose Already contacted us? See your requests. We send a link to every request from that email address or phone number, only to that address, and the link works for 24 hours.
Switch the form on
Open Settings, then Ticket handling, and find Support form and the customer's page. Tick Use the support form.
Give the form a title and, if you like, a line above the form such as your reply times.
Tick Let customers choose a category if you want the category to route the request to its team, with that category's service targets and priority.
Copy the link, or the code under On your website to place the form inside a page.
Ask the right questions for each request
First create the fields you need in Settings, then Fields & picklists, then Tickets. For example an account number, an order number or a branch picked from a list.
Back in Ticket handling, under Questions on the form, choose Any other request or a category, tick the fields to ask, and tick Required where the customer must answer.
A sub-category uses its parent category's questions. A category without its own questions uses Any other request. The answers are saved on the ticket for your team.
Files and the customer's page
Customers can send files is on by default: up to five files of 10 MB each, with the form and in their replies. Untick it if you do not want files.
Every reply your team writes to the customer shows on their ticket page. If no email, WhatsApp or SMS channel can reach them, the reply box tells you it shows on their ticket page and that they will not be notified.
To send the customer their page by message, add the ticket link placeholder to an automatic message in Settings, then Automations, with the trigger Ticket created.
Sharing the page
The customer can forward their ticket page link to colleagues so they can follow the request too. Anything written there is recorded as coming from the customer who raised it, so they should keep the link within their own team.
Protection against spam
The form ignores automated submissions and limits how many requests one connection can send in a day. If a genuine customer is refused, they can email or call you instead.
If something does not work
If the link says the form is not available, check that Use the support form is ticked. If no questions appear, check that the fields are active in Settings, then Fields & picklists, then Tickets, and chosen for that category. If you are still stuck, email GoDesk support at help@godesk.co.ke with your workspace name and what you see on screen.
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