Create a help center contact formUpdated 3 months ago

We now offer you the possibility to set up a contact form on your help center for your customers who couldn't find an answer via the FAQs. 

In this guide, you will learn: 

1. How to set up the contact form in Gorgias,
2. then, how to add this contact form to your store. 

All contact form submissions can be managed directly in the Gorgias help desk as email tickets ✨

Setup instructions

1. To enable your brand new help center contact form, please go to your:

Settings → Help Center → Your Help Center → Contact → Contact form card

You can choose which email integration will be connected to this contact form and you can also change the card description.

2. After enabling the contact form card, you will notice a few changes to your help center. The footer in your contact section will have a 'Contact Us' card. Now, when your help center visitors click on the 'Email' card, instead of a "mail-to" link which opens an email client, shoppers will be taken to a new page where they can leave their inquiries along with their personal details.

3. Note that the contact form can also be accessed by clicking on the 'Contact' button in the footer just like in the example below:
4. In order for the contact form to generate a ticket in your Gorgias account, your customers will need to leave the following details in the contact form on the help center:

• Full name
• Subject
  *Note: Now you can customize your contact form subject lines! Just as per this update. Add more, change their titles, and rearrange their order!
• Email
• Description

When the contact form is submitted, it will open a new ticket in Gorgias that you can tackle just like any other ticket. Tickets created via the help center contact form will be set to the 'help-center' channel.

*Note: With Outlook, all contact form submissions will be automatically marked as SPAM unless customers mark them as SAFE in their Outlook client.

*Note: This feature is available to all of our clients on all subscription plans!

Add the contact form to your store

After successfully setting up your contact form, now you need to link it back to your website to make it visible for your customers. You can add the standalone contact form to your store in 2 ways, and you need to log into your website builder (e.g. Shopify, BigCommerce, Magento) to complete this step:

1. Use the URL of the page

Once the contact form is set up you can access it by adding "/contact" to your Help Center URL. Find your Help Center URL by going to Settings → Help Center → Your Help Center → Preview (top right button). Use the URL of the page to embed a link to the contact form directly on your website. For example:

1 
2https://<your help center subdomain>.gorgias.help/contact
3
4

Then insert that link to your website builder, such as in your website's footer section.

2. Add it as a Standalone contact form

Go to this page to add Standalone contact form.

Current limitations

Please keep in mind the following limitations:

• Full name
  • Free text field for the first name
  • Limited to 100 characters
• Email
  • It has to be a valid email
  • Limited to 100 characters
• Description
  • Limited to 5000 characters
    
    
• Supported file formats for the Help Center contact form are: 
  1. Image: .gif, .jpeg, .jpg, .png, .svg, .webp, .bmp, .tif, .tiff, .heic
  2. Video: .3gpp, .mp4, .mov, .avi, .wmv, .webm
  3. Docs: .pdf, .csv, .txt, .rtf, .doc, .docx, .xls, .xlsx, .ppt, .pptx, .ods, .tsv, .odt, .odm, .odp
  4. Archive: .rar, .zip