Topics, fields and files

Messenger and the support form ask the same questions. Topics are set on the General tab, fields and files on the Form tab; both apply to both widgets.

Always asked

Name, Email, Subject and Message are always on the form. Messenger asks for the name and email only until the browser remembers them.

Topics

Under Settings › Support settings › General › Topics. When at least one topic is switched on, visitors must pick one first (“What is it about?”).

Setting	What it does
Topic	The name visitors see, like Billing.
Ticket type	The type the new ticket gets.
Assign to	Who owns the new ticket. Unassigned sets no owner.
Shown when picked	A short answer shown under the topic when the visitor picks it, e.g. where invoices are. Optional.
Article link	A link to one of your help articles, shown as “Read the article”. Optional.
Show on the form	Off hides the topic from visitors.

Without a topic that is switched on, the form shows no topics.

Your own fields

Under Settings › Support settings › Form › Fields › Add field.

Setting	What it does
Label	The question, like Order number.
Hint	A line under the field. Optional.
Kind	Short text, Long text, List (pick one of your options) or Checkbox.
Required	Visitors must fill it in.
Fills on the ticket	Shown under the first message (the answer is added below the visitor’s text), Type or Priority (the answer sets that field on the ticket).
Show on the form	Off hides the field from visitors.

Fields that are not required show “Optional”. You can change their order on the Form tab.

Files

Let visitors attach files on the Form tab (on by default). It applies to the form and to Messenger.

• Up to 10 files, 10 MB each, 25 MB in total per message.
• Images (PNG, JPG, GIF, WebP), PDF, CSV, text (TXT) and Office files (DOC, DOCX, XLS, XLSX, PPT, PPTX).

Files are attached to the ticket. In Messenger, visitors can download the files in their own conversations.

Length limits

Field	Up to
Name	200 characters
Email	254 characters
Subject	200 characters
Message	20,000 characters
Your short text fields	500 characters
Your long text fields	5,000 characters