Create Tickets from Customers in your Help Desk or CRM

You can set up your contact form to send as a email from your customer's email address to create a ticket or conversation from them in your help desk or CRM.

  1. Go to Knowledge Base > Contact Form.
  2. Check the box next to Enable Contact Form to activate the contact form in your knowledge base.
  3. Optional: If you don't want any information about the ticket to be stored in KnowledgeOwl, check the box next to Do not store any collected ticket information within KnowledgeOwl. See What data is collected in the Contact Form? for more info.
  4. Optional: You can choose to Require ReCAPTCHA "I'm not a robot" validation to submit a ticket. If your knowledge base requires logins, you probably don't need this, but if your knowledge base is available to the public, we strongly recommend checking this box!
    • If you are using a private domain, you'll need to add reCAPTCHA information to Settings > Basic for this feature to work. See Add reCAPTCHA for more details.
  5. Choose Email Address as your Send Method. (We have direct integrations with Zendesk and Freshdesk, too).
  6. Optional: By default, the contact form captures some metadata about your senders. If you don't want to capture this metadata, check the box next to Do not include sender meta data in the email. See What data is collected in the Contact Form? for more info.
  7. You can choose to send contact form submissions to a single email address (the default selection) or to multiple addresses.
    • When multiple addresses is selected, your end-users will be able to see the different addresses and select one from a list. You'll see options to Manage the Email Address Dropdown if you select the multiple email address option:
  8. If you are sending all tickets to one address, add that email address in the Send to Email Address field. This can be an individual email, shared group email, or an email address that creates tickets or conversations in your CRM, ticketing system, etc.
    Contact form submissions will be sent from You may need to set up rules or exceptions for these emails to be delivered properly.
  9. If you selected multiple email addresses, click the Manage Email Address Dropdown to add the email addresses.
    1. In the Manage Email Addresses pop-up, you'll configure what your reader will see when they interact with the Contact Form (the Label) and the Email address(es) that will be emailed when that selection is made:
    2. Add the Label you'd like your readers to see in the Contact Form dropdown.
    3. Add at least one Email Address for that label--this is where the contact form submissions will be sent if the reader selects this option. You can send to multiple email addresses for each label by providing a comma-separated list, like:,
    4. To add an additional dropdown option, select the + Add Send to Email Address button.
    5. To reorder your dropdowns, use the up arrow to the right of a label/email address combo.
    6. To remove one of your dropdown options, use the trashcan to the right of the label/email address combo.
    7. Once you're done adding configuring your email addresses, select the Update Emails button to close the pop-up.
  10. Optional: Use the Contact Form Text fields to customize your Contact Form text.
  11. Optional: Use the Contact Form Custom Inputs fields to add more custom fields you'd like readers to fill out, and mark them as optional or required for submission.
  12. Once you've finished making changes, be sure to Save.