So we have our helpdesk setup, with agents sorted into the two support queues, ready with their canned responses. Hmm...I am pretty sure we are missing something. Oh! There isn't any mechanism for our site visitors to get in touch with us. It is time to put our helpdesk online.
Before you put up a button for users to click on, you'll have to create a form to gather information from them. For this, head over to Fastpath | Workgroups Manager | View Workgroups and select your workgroup from the list. Now, in the extended workgroup menu, select the Form UI section. This is where you create an HTML form for your users. By default, the form lists three pieces of information which all users are required to provide:
Their name.
Their email addresse
Their question
You can customize this form to add more fields. Let's add another field to this form where a user can specify the name of the agent he or she wants to talk to, in case he or she has a favorite...