The contact step

The contact step collects who a request is from. It appears after a customer chooses a request type and before your question pages.

What customers enter

Customers can't continue until all three fields are complete.

Why it's fixed

The contact step is the same for every request type and can't be edited in the Request form Editor. It guarantees every request is linked to a real contact your team can reply to.

What happens with contact details

When a customer submits a request, Supahelp links it to a contact using their email address:

• New email address: Supahelp creates a new contact.

• Existing email address: the request is added to that contact's history.

Your team can see every request from a customer on their contact page. See View a contact's request history.

Replying to the customer

The email address from the contact step is the one your team uses to reply. If your workspace has email support set up, you can email the customer directly from the request. See Reply to customers by email.

Tip for customers

If a customer uses a different email address from last time, they'll appear as a separate contact. Your team can check contacts by name or company to spot duplicates.