Link customers to your request form

Your Knowledge Base helps customers help themselves. When they can't find an answer, Request for Help gives them a clear path to your team.

How Request for Help works

Request for Help is a navigation link in your Knowledge Base that opens your public request form. Customers choose a request type, enter their details, and answer your questions. The request then arrives in your Requests queue.

Your Knowledge Base and request form are published separately:

• Knowledge Base changes go live when you select Publish in the Knowledge Base Editor.

• Request form changes go live when you publish a form in the Request form Editor.

Where customers see it

• In the Knowledge Base navigation

• As a main card on your home page, when its destination is set to the request form

• At the end of their search, when they can't find what they need

Link to the form from anywhere

Your request form has its own address on your help center, at /request. For example:

• Supahelp address: https://acme.supahelp.app/request

• Custom domain: https://help.acme.com/request

Link to it from your website, app, or emails to let customers contact you directly.

Encourage self-service first

• Put your most helpful articles on the home page before the Request for Help card.

• Link to relevant articles in your request form's question help text.

• Review new requests regularly. If the same question keeps coming in, write an article for it.