Within Teamwork Desk, you can have tickets forwarded from your own website directly to an inbox.
This can be achieved using embedded contact forms on your website.
Teamwork Desk embeddable contact
Teamwork Desk's embeddable contact forms feature allows you to embed a contact form on your Customer Portal or any web page.
- When a customer submits their form
request, a ticket will be created
in the form's associated
- These forms include the following
fields by default:
- First name, last name, email
address, subject, message,
- The name and email address fields
in the form will be used to create
the customer in Teamwork
- For accounts on Premium
subscriptions and above, custom
fields can also be added
to these forms to capture custom
- Only custom fields associated
with the chosen inbox will be
shown on the form.
When doing this, the customer on the ticket will be set as the original sender of the email, which may be taken from the address the form is generated from (your websites), rather than an email address of the author of the message body (your customer).
There are two steps to work around this:
- Make sure that the email is forwarded
to your Desk inbox from an email
address of one of your agents. It may
help to send the form to an agent and
have a forwarding rule that sends them
to your inbox automatically.
- Set the sender header
`X-Original-Sender` to the address of
the customer in your form.
- Note: If you are using
third-party form builder, it might
not be possible to change the
sender header details, and some
may do it automatically – please
check with their support to find
If you are using WordPress and only want to include your form on some pages, you can read more here.
For more information, see: Creating an Embeddable Contact Form for Your Site