Support Form and Email to Ticket

The support form and email to ticket let customers open tickets without chatting with you first. The support form is a public page, in English and Arabic, where anyone can describe a problem; the email to ticket address turns every email sent to your support mailbox into a ticket, and threads the customer's replies into the same ticket. Both send the customer a confirmation with their ticket number.

#Before you begin

• Only Owners and Admins can turn these on and change them, in Settings › Tickets.
• Tickets are included on every plan.
• For email to ticket, you need access to your support mailbox's forwarding settings (for example in Google Workspace or Microsoft 365).

#How to turn on the support form

1. Go to Settings › Tickets.
2. Under How customers reach you, turn on Support form.
3. Copy the Support form address, or click Open the form to see it. The address looks like …/support/your-workspace.
4. Optionally write an Intro (English) and Intro (Arabic): a short line shown at the top of the form, such as your response times.
5. Click Save changes in the bar at the bottom to save the intro.

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Settings › Tickets › How customers reach you

The "How customers reach you" card with Support form turned on (address field with the Copy button, "Open the form" link, Intro (English) and Intro (Arabic) filled in), Email to ticket turned on with the Support address, and the Confirmation email and Email notifications switches.

File: screenshots/support-form-and-email-to-ticket-settings.png

Share the address anywhere customers look for help: your website footer, help pages, email signature or a QR code.

#What customers see on the support form

The form is titled Contact support and shows your workspace name and logo and your intro. Customers fill in:

• Your name and Email
• What is it about?: Question, Problem, Incident, Request or Task (this becomes the ticket's type)
• Subject
• How can we help?

They click Send request and see Request received with their ticket number. A link at the top switches the form between English and Arabic.

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The public support form (open it from Settings › Tickets › Open the form)

The "Contact support" page with the workspace logo, the intro text, the fields Your name, Email, What is it about?, Subject and How can we help?, the Send request button and the language link.

File: screenshots/support-form-and-email-to-ticket-public-form.png

What happens next

• A ticket is created with the source Support form, status Open and priority Normal.
• It's linked to the contact with that email address. If there isn't one, Resool creates the contact.
• If Confirmation email is on, the customer gets an email with their ticket number.

If the form is turned off, the address shows "Support form not available".

#How to set up email to ticket

1. Go to Settings › Tickets and turn on Email to ticket.
2. Copy the Support address shown. It's your workspace's own address, for example your-workspace@….
3. In your email provider, forward your public support mailbox (for example support@yourcompany.com) to this address.
4. Send a test email to your support mailbox and check that a ticket appears in Tickets with the source Email.

How emails become tickets

• A new email creates a ticket. The email subject becomes the ticket subject (without "Re:" or "Fwd:"), and the body becomes the description.
• The sender is matched to a contact by email address, or a new contact is created.
• When the customer replies to one of your emails, the reply is added to the same ticket. Replies are matched by the email thread, or by the ticket number in the subject, such as [TK-00042], when it comes from the same sender.
• A reply to a Pending or Solved ticket moves it back to Open. A reply to a Closed ticket creates a new ticket.
• Quoted text from earlier messages ("On … wrote:") is removed, so the thread stays readable.

When your team replies on an email ticket, the reply is emailed to the customer from Resool, with your support address set as the reply-to address.

#How to send a confirmation email

Turn on Confirmation email to email the customer their ticket number whenever a ticket is created from the support form or by email. The email's subject includes the reference, such as [TK-00042] Order not delivered, so replies thread into the ticket.

For updates when the status changes, and for WhatsApp messages, see Ticket notifications.

#Support form or an email channel?

Use one address for each purpose. Don't forward the same mailbox to both.

#FAQ and troubleshooting

#Emails I forward don't show up as tickets

What you can do:

• Check that Email to ticket is turned on.
• Check that forwarding points to the exact Support address shown in Settings › Tickets.
• Some providers ask you to confirm a forwarding address first. Check that the confirmation was completed.

#Can I add my own fields to the support form?

No. The form always asks for name, email, topic, subject and description. Your team can fill in custom ticket fields on the ticket afterwards.

#Is the support form protected from spam?

Yes. The form has built-in bot protection, and submissions that look automated are dropped.

#Which language is the confirmation email in?

Form tickets get the email in the language the customer used on the form. Email tickets get it in your workspace's language.

#Are email attachments added to the ticket?

Only the email's text is added. Ask the customer to share files in a conversation, or add them to the ticket yourself under Attachments.

#What's next?

• Ticket notifications
• SLA policies
• Creating and working on tickets