This guide helps your team get more value from TurboHelp's Customers tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use customer tools to understand who you are helping and what history they already have with your team.
Keep customer records clean so agents can respond with context instead of asking repeat questions.
Use proactive conversations and account actions carefully, especially for sensitive customer data.
The New Ticket Page in help center allows customers to submit support requests. It's designed to be clean, intuitive, and efficient, helping you gather all the necessary information from the start.
Anatomy of the Page
When a customer wants to submit a ticket, they will see a straightforward form. While the subject, description and email (if guest tickets are enabled) are always required, you can show other custom fields to fit your business needs. For a complete guide, please see our article on Customizing Help Center.
The form can contain the following fields:
Subject Line: A brief, one-line summary of the enquiry.
Description: The main text area where customers can provide a detailed explanation of their problem or question. They can also use the icons at the bottom to add emojis, links, and file attachments.
Email: If guest tickets are enabled and the user is not logged in, this will require user to enter a valid email address.
Custom Attributes/Fields: To gather specific, structured information right away, you can add custom fields to the ticket form. These can include text fields for an "Order ID," dropdowns for a "Product Type," date pickers, and more.
You can learn how to create and manage these in our article on Custom Attributes.
Submission Tips: A helpful sidebar prompts that can help user provide as much detail as possible, such as screenshots or links, to help your agents resolve the issue faster.
Allowing Guest Tickets
You have full control over who can create tickets in your help center. By default, users may need to be logged in to submit a request. However, you can easily change this.
The Guest tickets setting allows non-logged-in visitors to create tickets directly from the help center. This is perfect for reducing friction and making it as easy as possible for potential and existing customers to contact you.
To enable this feature:
Navigate to Settings in your admin panel.
Click on the Tickets section.
Find the Guest tickets option.
Toggle the "Allow guest tickets" switch to the "on" position.
When this option is enabled, any visitor to your help center will see the "Submit a ticket" form and be able to make a request. If it's disabled, users will be prompted to log in or create an account before they can create a ticket.
Best Practices
Keep internal notes factual and useful for future agents.
Use tags and custom attributes consistently so customer lists remain searchable.
Be careful with suspension, impersonation, and deletion because these actions affect access and data.