Submitting a request
What your customers experience when they fill out your public support form.
This page describes the customer experience on your published support page. Share it with customers or adapt it for your own help center.
Finding your support page
Customers reach your form through a link you provide — for example:
- Footer link on your website (
Contact support) - In-app Help button
- Email signature or receipt footer
- Direct URL: your custom domain or
https://your-slug.support-page.dev
The page shows your branding — logo, colors, and page name — so customers know they are in the right place.
Filling out the form
The form includes the fields you configured. At minimum, customers usually provide:
- Name
- Email — used for replies and status updates
- Subject — short summary
- Message — details of the issue
Required fields are marked. Customers cannot submit until required items are complete.
Tips for customers (you can publish these)
- Use the email they check regularly — all updates go there
- Include steps to reproduce for bugs
- Attach relevant order or account IDs in the message if you did not add dedicated fields
Spam protection on submit
Customers may encounter:
- No visible check — honeypot and rate limiting work in the background
- Turnstile widget — if you enabled Cloudflare Turnstile, they complete a quick verification before submit succeeds
Failed checks show an error on the page. Customers should retry after a moment without refreshing away their typed answers.
After submission
On success, customers typically see:
- Confirmation message on screen — thank you and expected response time if you configured copy
- Confirmation email with a link to track status
The request appears in your requests inbox for the team to handle.
If submission fails
Common customer-facing issues:
| Symptom | Likely cause |
|---|---|
| Button does nothing | Browser extension blocking scripts; try another browser |
| "Try again later" | Rate limit from repeated tests |
| Turnstile error | Ad blocker or privacy mode — disable for this site |
| Page not found | Form unpublished or billing inactive |
Point operators to FAQ — silent failures for internal troubleshooting.
Privacy
Customers submit data directly to SupportPage on your behalf. Your privacy policy should mention how support requests are processed and stored. Do not ask for passwords or full card numbers on the form.
What customers cannot do on the form
- Log in to an account — there is no customer portal
- See other customers' tickets
- Edit a submission after send — they must reply in the thread via email or status page