How to Use Web Forms in Zoho Desk | Complete Guide

Zoho Desk - How to Use Web Forms in Zoho Desk

Convert Website Enquiries into Support Tickets Automatically

🟩 1. What Are Web Forms in Zoho Desk?

Web Forms allow you to collect customer queries directly from your website and automatically convert them into support tickets inside Zoho Desk.

They help you:

  • Capture customer details

  • Reduce manual data entry

  • Route tickets to correct departments

  • Improve response time

  • Track all website enquiries in one place

🟩 2. Why Use Web Forms?

  • Customers can submit issues anytime

  • No need to email or call

  • Clean, structured data

  • Perfect for service requests, warranty claims, installation booking, and product enquiries

  • Works seamlessly with automation, SLAs, and ticket routing

🟩 3. Where Web Forms Are Used

  • Company website

  • Landing pages

  • Product pages

  • Support portal

  • Mobile apps

  • Embedded inside blogs or articles

🟩 4. How to Create a Web Form (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon in Zoho Desk.

Step 2: Select “Web Forms”

Under Channels.

Step 3: Click “+ New Web Form”

Choose the department where the form will create tickets.

Step 4: Add Fields

Drag and drop fields such as:

  • Name

  • Email

  • Phone

  • Subject

  • Description

  • Product

  • Priority

  • Custom fields (Model, Serial Number, Warranty Status)

Step 5: Configure Form Settings

Set:

  • Ticket owner

  • Department

  • Priority

  • Tags

  • Acknowledgement email

Step 6: Generate Embed Code

Zoho Desk provides:

  • HTML embed code

  • iFrame code

  • JavaScript snippet

Step 7: Add to Your Website

Paste the code into your website’s HTML (Zoho Commerce, WordPress, Shopify, custom site, etc.).

🟩 5. How Web Forms Work After Setup

When a customer submits the form:

  1. A ticket is created instantly

  2. Customer receives an acknowledgement email

  3. Ticket is assigned based on your rules

  4. Agents can reply from Desk

  5. All form submissions appear in Tickets

🟩 6. Recommended Web Forms for Kanchan Electronics

  • Service Request Form

  • Installation Booking Form

  • Warranty Claim Form

  • Product Enquiry Form

  • Order Issue Form

  • Return/Refund Request Form

These forms will integrate perfectly with your Desk + SalesIQ + Commerce workflow.

🟩 7. Best Practices

  • Keep forms short

  • Make important fields mandatory

  • Use dropdowns instead of text fields

  • Add CAPTCHA to avoid spam

  • Use tags for automation

  • Test the form before publishing

  • Review submissions weekly

🟩 FAQs

Q1. Can I customize the form design? Yes, you can style it using CSS.

Q2. Can I map form fields to custom ticket fields? Yes, all fields can be mapped.

Q3. Can I create multiple forms for different departments? Yes, each department can have its own form.

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