The situation
Support is a shared mailbox. Requests arrive as free-form emails with half the details missing, replies live in three people's sent folders, and nobody can say whether the customer from Tuesday ever got an answer. A full helpdesk feels like too much for a team this size.
The Forms + email add-on covers this case. It's an intake form and an email thread, attached to the same tickets Triagic already investigates.
What we set up
In the web portal, under Forms:
- One form, "Report a problem": an email field (required, every form needs one), a dropdown for the type of problem, a long answer, and a file upload. Steps to reproduce only shows when the type is
Bug.
- Publish, then share the link,
triagic.com/f/<your-org>/report-a-problem, from the help page and the email signature. The same form can be embedded in your own site with the iframe snippet from its settings.
- Acknowledgement email on, so the customer hears back at once with their ticket id.
Nothing is configured on the desktop. The app is already signed in to the organization and starts pulling submissions on its own, every two minutes.
What happens to a submission
A submission becomes an ordinary ticket with the source Form: the answers are in the body with their labels, the attachments are linked, and the customer's address is on it. Auto-triage is on by default for forms, so it's investigated as it arrives, read-only, against whatever systems you've connected.
The ticket has a Customer email section with the whole conversation, oldest first. The reply box is prefilled from the investigation's suggested reply. You send from the ticket, the customer replies from their own mail client, and the reply lands back on the same ticket within about three minutes. A reply to a resolved request reopens it.
What changed
Every request has one ticket, one thread and one owner. Customers get an answer with the cause in it, not "we're looking into it". The shared mailbox still exists. It just isn't where support happens.
Forms + email is a per-seat add-on, for the people who work the inbox. A paid organization gets 10 live forms, 1,000 submissions and 500 outgoing emails a month; email hello@triagic.com if you need the email limit raised. Setup is in the forms docs.