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!
  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 selected multiple email addresses, click the Manage Email Address Dropdown to add the email addresses. 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 helprequest@knowledgeowl.com. You may need to set up rules or exceptions for these emails to be delivered properly.
  9. Optional: Use the Contact Form Text fields to customize your Contact Form text.
  10. 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.
  11. Once you've finished making changes, be sure to Save.