📝 Your Customer Pages: Contact Form, My Tickets And Help Centre

Your customers use three pages: one to write in, one to read your replies and answer back, and a help centre to find answers by themselves. The desk can make all three for you in one click.

Where to find it:

Open Settings, General and find Where customers go. The Setup Wizard offers the same choices in step 4.

Setting the pages up:

For each of the three, Send a ticket, My tickets and Help centre, choose one of:

1. A page on this site: pick it from the list. Put the matching shortcode on it yourself: [asd_submit_ticket], [asd_portal] or [asd_kb].
2. Create It For Me: the desk makes the page, puts the shortcode on it and selects it.
3. Somewhere else, I will type the address: for a portal on another domain. Every link the desk writes then uses that address exactly as typed.

Press Save Settings. Until a page is set, emails and buttons that would point to it are left out.

The contact page:

It does three jobs, top to bottom.

• Bought from us before? sits first. A customer types the address they bought with and presses Email My Link. They get a private sign-in link, no password, and the desk then talks to them with their account open.
• How can we help? lets anyone ask in their own words and get an answer from your help centre on the same screen, before any email address is asked for. See The Chat On Your Contact Page.
• The Contact Support form, for anything that needs a person.

The form:

• Name, optional.
• Email, needed.
• Product, optional, from your list under Settings, Products. The product chosen settles the whole conversation, so the answer is about the right product.
• Subject and Message, needed.
• Screenshots or files, optional: pictures (JPG, PNG, GIF, WEBP or HEIC), PDF, text, CSV or a zip, up to 10 MB each and 4 at a time. They are stored privately and listed on the ticket for you.

Press Submit Ticket.

If the person came through the help centre first, a green box says We have kept what you already read, and the ticket arrives with what they asked and what they were shown.

While someone types, the form shows up to three matching help articles, so many people find their answer before sending. Switch that off under Settings, Automation.

After sending, the customer sees their ticket number and what happens next, and is asked to check their email straight away and look in Spam or Promotions if the confirmation is not in their inbox. A hidden field catches bots, and a flood of messages from one address is slowed down.

The My Tickets page:

A customer's tickets open only for someone who followed a private link the desk emailed to that address, or someone logged in to your WordPress site under it. Every email the desk sends carries that link, so there is no password to remember. The link is signed, lasts 30 days and cannot be changed to point at another customer.

Someone who arrives without a link sees Your Support Tickets, types their email and presses Email Me My Link. The page says the same thing whether or not that address has tickets, so it cannot be used to find out who your customers are.

Signed in, the customer sees:

• Their tickets as cards with plain statuses, for example Solved or Closed, with the last message and the reference.
• New Ticket and Sign Out at the top.
• Your license keys, each with a Copy button.
• What you own, with the date of each purchase.

Amounts are never shown.

Inside one ticket, they read the whole conversation, reply from the page, add a screenshot or file with Add a screenshot or file, and can press This Is Solved, Thank You. A solved ticket shows Reopen This Ticket with an optional note, for when the problem comes back. When a customer adds to a ticket, the page tells them it arrived, and unless you switch it off under Settings, Email they get a We got your update email.

Your private notes, and AI drafts you have not sent, never appear on this page.

The help centre:

[asd_kb] shows your searchable knowledge base, with category buttons and every article as a card. It takes category and limit, for example [asd_kb category="billing" limit="30"]. Visitors can also ask in their own words and get an answer written from your documentation. See Feeding It Your Own Documentation, And The Search That Answers.

Step by step, making all three pages:

1. Open Settings, General, Where customers go.
2. Press Create It For Me beside Send a ticket. The page is made and selected.
3. Do the same for My tickets and Help centre.
4. Press Save Settings.
5. Open each page from the link under it to see it as a customer would.

Using pages you already have:

1. Put [asd_submit_ticket] on your contact page, [asd_portal] on the page for customers' tickets, and [asd_kb] on your help page.
2. On Settings, General choose A page on this site for each and pick the page.
3. Press Save Settings.

What the emails link to:

Every email the desk sends has a Follow Your Ticket button that signs the customer in and opens that ticket on the My Tickets page, on every kind of hosting. If your portal lives on another domain, emails link to the address you typed and leave signing in to that portal.

What customers are told after sending:

The thank-you screen gives the ticket number, says what happens next, and asks them to check their inbox now. If the confirmation is not there, it asks them to look in Spam or Promotions, mark it Not spam, and add your reply address to their contacts, so your answer reaches them. The We got your message email carries the same short line.

The customer does not wait for the AI:

The thank-you appears first. Sorting, resolving and drafting start a moment later, once the message is on the ticket.

Reopening, from the customer's side:

1. They open the solved ticket from their My Tickets page.
2. They press Reopen This Ticket, with an optional note.
3. The ticket comes back to your Needs you and you are emailed.

Replying to a solved ticket by email reopens it in the same way.

A real example:

On yoursite.com Sam pressed Create It For Me three times: Contact Support, My Tickets and Help Centre now exist. Emma Clarke opens the link in her reply email and lands on My Tickets: her two tickets, her Planner Pro key with a Copy button, and the Template Pack and Planner Pro under What you own.

Every setting on Where customers go:

• Send a ticket: the contact form. It suggests help articles before the ticket is sent.
• My tickets: where a customer reads your replies and answers back. Every email you send links here.
• Help centre: where customers browse and search your help. Type the address of a documentation site you already have, or let the desk make a page.

Under each, a line shows the page's address once it is set, so you can open it.

Who can open My Tickets:

• Somebody who followed a link the desk emailed to that address in the last 30 days.
• Somebody logged in to your WordPress site under that email address.

Nobody else, and a ticket number alone opens nothing.

Tips:

• Give the contact page the full-page Support Centre design. See The Support Centre And Your Help Centre Pages.
• The three pages load their stylesheet and script only where the shortcode is, so the rest of your site stays fast.