The New Ticket Page in help center allows for customers to submit support requests. It's designed to be clean, intuitive, and efficient, helping you gather all the necessary information from the start.
When a customer wants to submit a ticket, they will see a straightforward form. While the subject, description and email (if guest tickets are enabled) are always required, you can show other custom fields to fit your business needs. For a complete guide, please see our article on Customizing Help Center.
The form can contain the following fields:
Subject Line: A brief, one-line summary of the enquiry.
Description: The main text area where customers can provide a detailed explanation of their problem or question. They can also use the icons at the bottom to add emojis, links, and file attachments.
Email: If guest tickets are enabled and user is not logged in, this will require user to enter a valid email address.
Custom Attributes/Fields: To gather specific, structured information right away, you can add custom fields to the ticket form. These can include text fields for an "Order ID," dropdowns for a "Product Type," date pickers, and more.
You can learn how to create and manage these in our article on Custom Attributes.
Submission Tips: A helpful sidebar prompts that can help user provide as much detail as possible, such as screenshots or links, to help your agents resolve the issue faster.
You have full control over who can create tickets in your help center. By default, users may need to be logged in to submit a request. However, you can easily change this.
The Guest tickets setting allows non-logged-in visitors to create tickets directly from the help center. This is perfect for reducing friction and making it as easy as possible for potential and existing customers to contact you.
To enable this feature:
Navigate to Settings in your admin panel.
Click on the Tickets section.
Find the Guest tickets option.
Toggle the "Allow guest tickets" switch to the "on" position.
When this option is enabled, any visitor to your help center will see the "Submit a ticket" form and be able to make a request. If it's disabled, users will be prompted to log in or create an account before they can create a ticket.