CRM
Customer self-service: public ticket page, web forms and CSAT
Let clients follow their own tickets without an account, put contact forms on your website, and ask clients how you did.
Contents: Who can use it · Public ticket page (customer portal) · Web forms · CSAT survey · Example · FAQ
Who can use it
Administrators with ticket-settings permission (public page, CSAT) and the web-forms permission. Needs the Tickets module.
Public ticket page (customer portal)
Clients open their ticket through a private link, with no login. The link is in every email they receive.
Setup: CRM → CRM settings → Tickets and service → General → Self-service tab.
| Setting | Meaning |
|---|---|
| Public ticket page | Off: emails carry no link and links stop working (a CSAT link still opens the rating) |
| Links work for | How long a link works. Each email carries a fresh link. 0 means never expires |
| Clients can reply on the page | A reply lands on the ticket like an email from the client and reopens it if resolved |
| Clients can attach files | Images and documents, checked for safety, up to 3 files of 5 MB |
| Satisfaction question | Choose 1 to 5 stars or Sad, okay, happy faces (when the CSAT survey is on) |
On a ticket, the Customer view card lets you manage the link:
| Button | Meaning |
|---|---|
| Copy link | "Link copied. Send it by SMS or chat." |
| New link | Makes a new link; earlier links stop working |
| Revoke | Every link sent so far stops working until you make a new one |
The card also shows the Client rating ("4 out of 5", or "Rating asked on {date}; no answer yet").
What the client sees: the page "Your ticket" with the opening date, last update, the Conversation, a box Add a message with Send message, and Messages sent to you (the texts and emails sent about the ticket, whether they arrived, Send again, and Stop messages for this ticket or everything on a channel).
Web forms
Forms for your website that open a ticket or a lead.
Where: CRM → CRM settings → Tickets and service → Web forms.
The list shows each form with its type, status (Live or Off), Submissions and Last submission. Row actions: View, edit, Open the hosted page, delete. New form creates one; Captcha sets spam keys.
The editor has four tabs:
| Tab | Content |
|---|---|
| Fields | What a submission opens: a ticket (support requests) or a lead (sales enquiries). Standard fields (name, email, phone, subject, message, category or service) can be turned on, made Required and reordered. Add a question adds your own: Short answer, Long answer, Choice from a list, Tick box. The form must ask for an email or a phone number |
| Settings | Form name (only you see it), Title on the form, Intro text, Button text, Thank-you message, default category or service, priority for tickets, the branch, Websites allowed to use the form (*.example.com allows subdomains), and Form is live |
| Preview | How visitors see it |
| Publish | The Embed code, the Hosted page link and the API endpoint for developers |
Create a web form for broadband enquiries
- Open Web forms → New form.
- On Fields, choose lead. Keep Name, Phone and Service you are interested in as required.
- On Settings set the title "Get broadband in your area" and a thank-you message.
- Save: "Web form created. Copy its embed code below."
- On Publish, copy the Embed code and paste it into your website where the form should appear, or share the Hosted page link by SMS or social media.
Spam protection is always on (a hidden trap field, a minimum fill time and rate limits). Add captcha keys with Captcha for extra protection.
CSAT survey
Switch on CSAT survey in Ticket setup → General (Automation). When a ticket is resolved, the client is asked once, by email and on the ticket page. Results appear in the CSAT report (SLA policies and reports).
Example scenario
A Dhaka ISP embeds a "Report a fault" form on its site. Each submission opens a ticket in category "Fault", priority High, in the Mirpur team's branch. The client gets an email with a link to follow the ticket. After the fix the client rates "Great", and the score shows in the CSAT report.
Tips
- Use allowed websites so nobody can post to your form from another site.
- Keep link life reasonable: 30 days is a good compromise for privacy.
- Revoke a link if a client says it was shared by mistake.
Troubleshooting and FAQ
"This form is not available." The form is switched off or deleted.
"This link has expired." The client can reply to any of your emails or ask you for a new link (New link).
No CSAT results. Switch on CSAT survey; clients are asked only when a ticket is resolved.
Form submissions are blocked on my website. Add the website under Websites allowed to use the form.