Request form overview

The request form is how customers contact your team when the Knowledge Base doesn't have their answer. It collects the right details up front, so your team can help without back-and-forth.

How customers submit a request

1. Choose a request type: Bug report, Help, Feature request, or Feedback.

2. Enter contact details: first name, last name, and email address.

3. Answer your questions, one question page at a time. They can go back to change earlier answers.

4. Submit request. Customers see a confirmation and can Submit new request or Go back to knowledge base.

The request then appears in the Requests queue of your default intake team, the first team created when your workspace was set up. It's linked to a contact record for that customer.

Where customers find it

• Request for Help in your Knowledge Base navigation and home page

• Directly at /request on your help center address, for example https://acme.supahelp.app/request

What you can customize

Each request type has its own form: the questions customers answer and how they're grouped into pages. In the Request form Editor, you can:

• Rename and reword questions and help text

• Add, remove, and reorder questions

• Choose question types, such as text, number, selector, date, and file upload

• Split questions across up to 10 question pages

• Mark questions as required

• Preview the form as a customer

• Publish changes when you're ready

You need the Owner or Admin role to edit forms.

Publishing is separate

Request form changes go live when you publish a form in the Request form Editor. Publishing your Knowledge Base doesn't change the request form, and publishing a form doesn't change your Knowledge Base.

Protecting your form

The form checks that required fields are complete and that answers are valid before customers can continue. To prevent abuse, customers who submit many requests in a short time are asked to wait a few minutes before trying again.

Related articles

• The four request types

• Customize a request form

• Question types reference

• Publish form changes