Ticketing — Overview
FormFlow's built-in support desk: customers submit requests through a form and your team manages them from a dedicated dashboard, all inside WordPress.
What this does
The ticketing module turns form submissions into trackable support tickets. Customers create tickets, agents respond and manage status, and customers follow progress from their account — no separate help‑desk tool required.
Why it exists: growing sites need support workflows. FormFlow’s ticketing keeps them in the same place you already manage your forms and store.
The pieces
| Piece | What it’s for |
|---|---|
| Ticket Form | How customers submit a ticket. See Ticket Form. |
| Agent Dashboard | Where your team views and works tickets. See Agent Dashboard. |
| Customer My Account | Where customers track their tickets. See Customer My Account. |
| Priority Engine | Automatically prioritizes tickets. See Priority Engine. |
| Ticket emails | Notifications to customers and agents. |
| WooCommerce link | Tickets can connect to a customer’s orders for context. |
How to get started
- Enable Ticketing on FormFlow → Features (Support Desk group). (Agency)
- Set up a ticket form for customers to submit requests — see Ticket Form.
- Point your team to the Agent Dashboard to manage tickets.
- Make sure customers can find their tickets in My Account — see Customer My Account.
Tips & Best Practices
-
Start with a simple ticket form (subject, message, category) and expand later.
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Define your statuses and priorities so agents work consistently.
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Link tickets to orders for instant context on paying customers.
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Use email notifications so nobody misses a new ticket or reply.
Frequently Asked Questions
Is ticketing available on Free or Pro?
No — the ticketing system is an Agency feature.
Do I need a separate help‑desk plugin?
No — ticketing is built into FormFlow.
How do customers submit tickets?
Through a ticket form you place on your site — see Ticket Form.
Where does my team manage tickets?
In the Agent Dashboard.
Can tickets connect to WooCommerce orders?
Yes — tickets can be linked to a customer’s orders for context.
Do customers get notified of replies?
Yes — email notifications keep customers and agents informed.
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