A support form is a contact form with a queue behind it, and it works only if the form does the sorting the queue would otherwise do by hand. An order or account reference finds the record, a category routes the request, a priority sets the promise, and the description is the box the customer came for. This page builds the support form for a small business that sells something and has to look after it: the four fields that sort a request, the reply time per priority the confirmation promises, the statuses a request moves through, and the free contact form design sheet reading the form's length against the requests a month the page produces.
Reference, category, priority, description
The reference finds the order or the account; the category, a short dropdown of the things customers ask about, names who reads it; the priority, three options in the customer's words, cannot use it, something is wrong, a question, sets the reply time; the description is the request. Email and an optional phone follow. Six fields at nine seconds each is 54 seconds on the contact form design sheet, four of them required, and an optional screenshot upload shortens most cannot-use-it requests.
The reply time per priority, promised and measured
The confirmation states the reply time for the priority chosen, and the priority is what the customer said, not what the business decided later. In Shortcodo Pro the request is an entry with a status from new to answered to closed, the time from new to answered is on the list beside the priority, and a cannot-use-it request still at new past its promised time is the alert. The entry sits against the customer and the order, so the reply is written with the history on one screen.
Requests a month, and the form's length
A support page with 1,200 visitors a month, 5% starting and 60% finishing, produces 36 requests and 24 abandoned starts on the sheet's worked example, and an abandoned support request is a customer who will phone or leave. Keep the required marks to the four that sort the request, put your own page's visitors and rates in, and the sheet prints your requests a month. The form's design is kept beside its entries so a field added later is measured by the requests it cost.
Questions people ask about support form
Should a support form let the customer set the priority?
Yes, in their words. A customer who says cannot use it and is answered in a day has been told the truth by the confirmation, which is what a priority is for.
What if the customer has no order number?
The reference field is required only when the category is about an order; conditional logic hides it for a general question.
Is the support form the same as the contact form?
No. The contact form takes an enquiry from anyone; the support form takes a request from a customer and sorts it by reference, category and priority.