Within Teamwork Desk, you can create an embeddable contact form to allow your customers to contact you directly from your website.

When a customer uses the form, a ticket will be created automatically in the associated inbox.

To enable this, click your profile icon to the top right of the navigation bar and select Settings.

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In the settings area, select the Contact Forms tab from the top navigation menu.

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If you do not have any existing forms, you will see a Create your first form option in the middle of the page. Alternatively, you can use the Add contact form button in the top right.

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A pop-up modal will open where you will need to give the form a name. Click Next to proceed.

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You can then select which inbox(es) to associate with the contact form. Click Save to create the form.

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Once created, you can customize the contact form's appearance. Hover over the relevant property and click the edit pencil to update.

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Name - Enter a name for the form.

Position - Choose where on your website the contact form should appear(top-left, top-right, bottom-left, bottom-right).

Theme - Select a dark or light theme.

Accent color - Update the submit button color on the form.

Trigger color - Change the color of the help icon that opens the contact form.

  • For both the accent and trigger colors, click the current color to edit and set a new one. You can either add in a new hex code value, or select a color from the pop-up color palette.
Inboxes - Select which inboxes you would like to allow customers to submit tickets to.

  • When a customer selects one of the chosen inboxes on the form, they will be shown any corresponding custom fields for that inbox which they can fill out.
    • Note: Custom fields are available on Premium subscriptions and above.
Help Docs - Add a search option to allow customers search your Help Docs sites and articles in the contact widget before submitting a ticket.

For each individual form property you update, click the associated Save button.

When making your visual changes via the options above you will see the form preview updating on the right of the page. This is how it will display to your customers.

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Once you have completed your customization, you can then copy the generated JavaScript code at the bottom of the page and embed it in your website.

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Ticket limits and attachments

When someone submits a response via your embeddable contact form, a new ticket will be created in the associated inbox in Teamwork Desk.

  • Characters: Each reply on a ticket is limited to a total of 1,038,336 characters.
    • Quoted content included in a reply counts towards the character limit.
    • When a reply exceeds the limit, you will be given an option to send the reply without the quoted content.
  • Content: Each reply or note is limited to a total content size of 5MB.
  • Attachments: Each reply has a 20MB total size limit for attachments.
    • This same limit also applies when merging tickets into a single ticket thread.
    • Most file types are supported in ticket attachments as long as they fall within the 20MB limit.
    • Attachments from previous messages in the ticket will be added as links into the body of the message. These files will be available for download by anyone with the link and expire after 30 days.

Live Chat 

You can enable Live Chat as a contact option when you create an embeddable contact form for your site.

Note: The Live Chat feature is available on Pro subscriptions and above.

This will provide your customers with an option to start a live chat with an agent on any pages where you have embedded the contact form. 

In the embeddable contact form settings view, scroll to the Live Chat Settings subsection where you can toggle on the Enable Live Chat option. 

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You can also add a welcome message that will appear once a customer initiates the Live Chat option. 

The Preview pane to the right of the Live Chat Settings subsection will show you what your customers will see when using live chat.