Submitting a request
What your customer sees when they need help — and how little you should ask of them.
What is it?
The customer-facing form: subject, description, department or category, priority where you allow it, attachments and any custom fields you have made required.
Why does it exist?
Every additional required field reduces the number of people who finish the form. The goal is enough structure to route the ticket correctly and nothing more.
How does it work?
1
The customer chooses a category — this alone routes most tickets correctly.
2
They describe the problem and attach screenshots or documents.
3
The system creates the ticket and emails the ticket number immediately.
4
Customers who are not registered can still submit; an account is created for them.
WHO USES IT
Customers
WHAT MANAGEMENT ACHIEVES
Structured, routable requests instead of a one-line email to a personal address.
In practice
A customer selects "Billing", attaches the invoice, and the ticket reaches accounts with the document already on it.
See this screen in the real software:
Open the live demo →