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 forms

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 inbox.
  • These forms include the following fields by default:
    • First name, last name, email address, subject, message, attachments.
  • The name and email address fields in the form will be used to create the customer in Teamwork Desk.
  • For accounts on Premium subscriptions and above, custom fields can also be added to these forms to capture custom data.
    • Only custom fields associated with the chosen inbox will be shown on the form.

Third-party form builders

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 out.
If you are using WordPress and only want to include your form on some pages, you can read more here.