Create a support ticket from a website contact form

Each Fluent Forms submission becomes a Fluent Support ticket, with the form’s subject as the ticket title, the message as its content, and the sender’s email and name used for the customer.

Fluent Forms

Fluent Support

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2 steps Setup ~5 min Used on 2.5k sites Support Free to import

The Create a support ticket from a website contact form workflow on the FlowMattic canvas, with 2 steps across Fluent Forms, Fluent Support — The workflow as it appears in the builder after import. Each step opens for editing.

What this workflow does

A contact form that only sends email leaves support requests scattered across inboxes. Someone has to copy each one into the helpdesk, and some never make it. This workflow sends every submission from your form straight into Fluent Support as a ticket.

The Fluent Forms trigger fires when a visitor submits the form. FlowMattic then runs the Create a New Ticket Using Customer action in Fluent Support. As imported, the form's subject field becomes the ticket title, the message field becomes the ticket content, the email field identifies the customer, and the name field fills the customer's first name.

Both plugins run on your WordPress site, so the submission never leaves it on the way to the helpdesk. Fluent Forms still stores the entry as normal, and once the ticket exists your team answers it in Fluent Support like any other. Those mappings assume your form has fields called subject, message, email and name. If yours are named differently, remap them in the Fluent Support step after import.

Support page on a product site

Customers fill in a Fluent Forms help form on your support page, and each request opens a Fluent Support ticket your agents reply to from the helpdesk.

Customers without helpdesk accounts

Visitors who have never logged in to your site can still raise a request. They fill in a form with their email, and the ticket is created under that address.

Retiring a shared support inbox

Point your old contact form at Fluent Support instead of a mailbox, so requests are tracked as tickets rather than emails several people might answer.

How this workflow runs

What happens at each step once the workflow is on, and what you need before you import it.

Step 1Trigger
Fluent Forms New Form Submission
Starts the workflow when a visitor submits a Fluent Forms form. The answers, including the subject, message, email and name fields, are passed to the Fluent Support step.
Step 2Action
Fluent Support Create a New Ticket Using Customer
Creates a ticket in Fluent Support with the form's subject as the title and its message as the content. The email field sets the customer and the name field fills the first name. Check the mappings against your own form's field names.

What you need

FlowMatticCore
Fluent Forms PluginPlugin
Fluent Support PluginPlugin

After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.

Make it yours

Changes worth making after you import it.

Mark the email and message fields as required in Fluent Forms so every ticket has a customer address and a request to read.
If your form collects first and last name separately, map the first name field into the first name slot so the customer record reads correctly.
If the same form handles sales questions too, add a Filter after the trigger that continues only when a topic field equals Support.
Submit one test entry after import, then check the new ticket in Fluent Support to confirm the title, content and customer look right.

Questions about this workflow

Do the form fields have to be named subject, message, email and name?

As imported, the Fluent Support step reads those four fields. If your form uses other names, open the step and map your own fields instead.

Will Fluent Forms still save the submission?

Yes. The workflow starts after the form is submitted and doesn't change how Fluent Forms stores entries or sends its notifications.

What if the email already belongs to a Fluent Support customer?

The action creates the ticket using the customer identified by the email address. Send a test with an existing customer's email to check how the ticket is linked in your helpdesk.

Does every Fluent Forms submission open a ticket?

Each submission the trigger picks up does, because nothing sits between the form and the helpdesk step. Add a Filter if only some entries should become tickets.