Helpdesk
Answer questions from the people filling in your forms, together with your team.
Support is your workspace's helpdesk for questions from the people who use your forms. You need the Reply to support tickets permission (Owners, Admins and Editors by default).
Tickets
Each ticket has a requester (name and, usually, email), a subject, a topic (Form, Billing, Account & login, Technical issue, Feature request or Other — with the form it's about when the topic is Form), a priority (Low, Normal, High) and a status:
| Status | Meaning |
|---|---|
| Open | New, or waiting on your team |
| Pending | You've replied and are waiting on the requester |
| Closed | Done |
Switch between them with the Open / Pending / Closed buttons at the top.
Creating a ticket
Press + New ticket, add the requester's name and a subject (both required), their email, a topic, a priority and the first message.
Tickets are also created automatically when a form's routing uses Create ticket in — see Routing and notifications. Those tickets start with a summary of the response.
Replying
Write in the reply box and press Send. The ticket moves to Pending, and the requester gets your reply by email if they gave an address. Their copy contains your message only — never internal details like the priority, the assignee or who's watching. When they reply, it comes to you by email.
Close and Reopen change the status at any time.
Assigning and watching
Use the side panel to set the priority, topic and assignee. Watchers get an email on every reply and status change (never for their own changes):
- Press Watch to follow a ticket yourself.
- Add a teammate by name or email, or an outside email address (they get emails only).
- Whoever replies, creates or is assigned a ticket starts watching it automatically.