Contact Forms
This is where you create and manage contact forms that customers can fill out on the storefront. Depending on the configuration, a submission automatically becomes a support ticket, or simply sends an email.
What can I do here?
- Create, edit, and delete contact forms
- Freely compose form fields (text, text area, email, dropdown, checkbox) and mark them as required
- Decide what happens on submission: create a ticket or just send an email
- Set the target category and target priority for automatically created tickets
- Configure the success message and notification email addresses
- View incoming form submissions
Step by step
- Click "New Form", give it a name, and choose the submit action (create ticket or email only).
- Use "Add Field" to add the fields you want, choose the field type for each, set a placeholder, and mark required fields.
- When using "Create Ticket", set the target category and target priority for the tickets it generates.
- Enter a success message customers see after submitting, and notification email addresses that should be informed of new submissions.
- Save the form and embed it on the storefront.
Fields explained
| Field | Meaning | Notes/Effect |
|---|---|---|
| Name | Internal name of the form | |
| Fields | List of the form's input fields | Order determines the display |
| Field Type | Kind of input field | Text, Text Area, Email, Dropdown, Checkbox |
| Required | Whether a field must be filled in | |
| Placeholder | Example text shown in the empty field | |
| Options | Choices for dropdown fields | |
| Submit Action | What happens on submission | See "Values & statuses" below |
| Target Category / Target Priority | Category or priority a ticket is created with automatically | Only relevant when the submit action is "Create Ticket" |
| Success Message | Text customers see after successfully submitting | |
| Notification Emails | Addresses informed on every submission | |
| Submissions | Requests received via this form so far |
Values & statuses
Submit action (contact_form_submit_action)
| Value | Plain-language meaning | What happens |
|---|---|---|
| Create Ticket | The submission automatically becomes a support ticket | It lands in the ticket system with the configured target category/priority |
| Email Only | Just a notification email is sent | No ticket is created |
Target priority (contact_form_priority)
Low, Normal, High, Urgent.
Protection against bulk submissions
A public form is found by automated programs sooner or later. Three safeguards therefore run with every submission without your customers noticing anything - there is no picture puzzle and no third-party service:
- Invisible extra field. The form contains a field nobody can see and that cannot be reached with the keyboard either. Programs fill it in anyway. If it is filled in, the submission is discarded.
- Timing. Anyone who fills in a form in under three seconds has not been typing. Those submissions are discarded as well.
- Learned spam patterns. The same patterns that apply to incoming email apply here (see Tickets). A match discards the submission.
In all three cases the sender receives the same success message as for a genuine submission - only no ticket is created. That is deliberate: a program that sees an error message tries the next variant.
On top of that, five submissions per minute per sender are allowed. Anyone above that is told to try again in a minute. For humans this limit is not noticeable in everyday use.
Note: discarded submissions do not increase the "Submissions" counter. It counts genuine enquiries, not blocked attempts.
Frequently asked questions
Where do I see the submissions received through the form?
In the "Submissions" section of the respective form.
What happens if I don't make the email field required?
Customers can then submit the form without an email address — a reply may not be possible in that case. Check before going live which fields are essential for your use case.
Can I run several contact forms at the same time?
Yes, you can create any number of forms, each with its own field configuration and submit action.
I entered notification email addresses but receive no message.
First check whether a delivery route is configured under Settings → Email - without one the system cannot send anything. The notification is also only sent after the ticket has been created and never blocks it: if delivery fails, the enquiry still exists as a ticket. The ticket system is the authoritative place, the email only the pointer to it.
A genuine enquiry never arrived. What could be the reason?
A match in the spam defence is possible. Review the learned spam patterns and remove one that reaches too far. Also possible: the sender made more than five attempts within one minute.