Send contact form messages to your support queue
Messages from your contact form open as Zendesk tickets, with a status, a group and the sender already resolved as the requester.
New submission on your "Contact support" form
Create a Zendesk ticket with the subject from the topic field, the message in the description, and the requester set from the name and email fields
One-directional. A submission triggers the action — nothing is written back into your form.
An inbox gives you no way to tell which questions are still open. Routing the contact form into Zendesk answers that: each message arrives as a ticket with a status, a requester and a place in a view, and agents reply from Agent Workspace rather than from a mail client.
Support teams that answer from Zendesk but still collect questions on a web page reach for this first. Nothing on the page changes — the form keeps its layout and its conditional logic, and the queue stops depending on someone forwarding mail.
Setting it up
- 1
Publish your "Contact support" form with Subject as a required field — Zendesk builds the ticket subject from it, and an empty value leaves agents a queue of untitled tickets.
- 2
In Zapier, pick formformform's "New Submission" trigger and select this contact form by name; an account with several published forms will offer them all.
- 3
Add Zendesk as the action, choose "Create Ticket", and connect the subdomain your agents sign in to.
- 4
Map Email Address to the requester email. Zendesk matches it against an existing end user and creates one when the address is new, so the reply thread stays attached to the right person.
- 5
Map Full Name to the requester name so first-time senders are not filed under a bare address.
- 6
Map Subject to the ticket subject and Message to the description, then fix Type to Question and Status to New on the action step.
- 7
Choose the group that answers general questions and leave Priority at Normal — a contact form is a mixed bag, and letting a Zendesk trigger reprioritise after triage beats guessing here.
- 8
Send a test submission, open the ticket in Zendesk to confirm the requester resolved correctly, then switch the Zap on.
What maps where
Using the Contact Form as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | Zendesk |
|---|---|
| Full Name | Requester name on the ticket |
| Email Address | Requester email — matches or creates the Zendesk end user |
| Subject | Ticket subject |
| Message | Ticket description, the first comment agents see |
| Phone Number | Custom ticket field holding a callback number |
Variations worth knowing
Add "web-form" as a static tag on the action step, then build a Zendesk trigger that matches the tag and applies an SLA policy. Every ticket that came from the form carries a first-reply target, and Explore can report on form volume separately from email.
Leave Status as New and let a Zendesk trigger send the confirmation rather than adding an email step in Zapier. The sender gets a ticket number, their reply threads back onto the same ticket, and the wording lives in one place your team already edits.
If something isn't arriving
No requester was set, so Zendesk fell back to the authenticated user. Fill the requester email on the Zendesk step with the Email Address field — putting the address in the description only looks right, and the reply still goes nowhere near the sender.
A ticket created through the API does not always match a view filtered on channel. Add a static tag on the action step and rebuild the view on that tag, so form submissions appear in the same list agents already watch all day.
Frequently asked questions
Can agents reply to the person from inside Zendesk?
Yes. The requester email lands on the ticket, so a public reply goes to the sender as normal email and their response threads back onto the same ticket. Nothing returns to the form — the submission record in formformform stays exactly as it was when it was sent.
Do I still need a support email address?
You can keep one. Mail to your support address and tickets from the form land in the same queue, told apart by the tag you set on the action step. Plenty of teams keep the address open for existing customers and point new enquiries at the form.
Can I stop spam submissions from creating tickets?
Add a Zapier filter between the trigger and the Zendesk action so only submissions that pass your check continue. Filtering on a minimum message length, or on a field that bots tend to leave blank, keeps the obvious noise out of the queue.
Related automations
- Capture webinar questions as tagged tickets
Questions from webinar registrations open as tickets tagged with the event, ready for the host to answer from one view.
- Collect post-support feedback as low-priority review tickets
Post-support feedback lands as a low-priority tagged ticket in a review view, out of the queue agents work each day.
- Log bug reports as prioritised Problem tickets
Each problem report becomes a Problem ticket in Zendesk, tagged and already carrying the priority the reporter chose.
- Open internal IT requests as prioritised tickets
Staff IT requests become prioritised tickets on your internal Zendesk queue, with the device and issue type already on them.
- Route order and refund requests to the Billing group
Order and refund questions open in the Billing group with the order number already on the subject line.
- Capture feature requests as labelled tickets
Product ideas from your feedback form land in Freshdesk as Feature Request tickets the team can group and revisit.
Build the form first
The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow.
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