# Take requests from the website

Switch on a desk's own web page, see what the visitor fills in and where the request lands, and why the page stays hidden: Help Desk holds no switch that publishes it.

Each desk can have its own page on the website, with a request form that anyone can fill in without an account. The **Help** entry of the site menu leads to the list of the published desks, and straight to the desk when only one is published.

## Before you start {#before-you-start}

- You need the **Administrator** access right on **Help Desk** to change a desk.
- The site is the one of the Website app. The **Help** menu entry and the confirmation page come with the public form.

## Switch on the page of a desk {#switch-on}

1. Open **Help Desk/Configuration/Support Desks**, then the desk, or click **New**.
2. In the **Your Public Page** group, tick **Public Request Form**. A box without a label appears below it: choose there the website the page belongs to.
3. Click the cloud icon **Save manually**. The desk receives its own copy of the request form, and the **Go to Website** button appears at the top of the form, showing **Unpublished**.

![The desk's public page switched on for My Website; the Go to Website button above still reads Unpublished.](https://jaah.app/web/image/14381-4904f383/helpdesk-submit-a-request-from-the-website-public_page-en.png)

On a phone, the **Go to Website** button sits behind the lightning button at the top of the form.

## Publish the page {#publish}

A desk page is never public by accident: the site shows it only once the desk is published. The Help Desk screens hold no switch that publishes it. **Go to Website** opens the address of the page, `/desk/` followed by the name of the desk, and while the desk is unpublished the site answers there that the page does not exist.

## What the visitor fills in {#visitor}

The page of a published desk is titled **Open a request**, with the name of the desk when several desks are published. The form asks for:

- **Your name** and **Email**, both required;
- **Phone (optional)** and **Company (optional)**;
- a **One-line summary** and a **Description**, both required;
- **Attachments**: a PDF or a picture, up to 10 MB each. The server checks the content of the file, not its name.

For a visitor who is signed in, the name, the e-mail, the phone and the company are filled in already.

Beside the form, **About this desk** shows the **Public Blurb** of the desk and, when the desk measures service targets, a line saying that it answers within its targets, counted in working hours. **Send it over** sends the request; the confirmation page then shows **Your reference**.

## Where the request lands {#where-it-lands}

- The request is created on the desk of the page, in its first stage, with the name, e-mail, phone, summary, description and files of the visitor. A form that names no desk published on this website, such as a form built by hand, sends its requests to the **Default Desk** of the website: [Help Desk settings](helpdesk-settings#default-desk).
- A contact that already has the e-mail address becomes the customer; otherwise the request keeps the name and the address.
- The first stage sends its arrival message, if it has one, through the outgoing mail queue.
- The **Where It Came From** group of the **Additional Details** tab records the **Medium** of a website request and, when the visitor came from a tracked link, its **Source** and **Campaign**.

Once the page is published, **Change the questions** opens it in the website editor; the questions you change belong to this desk only. **Back to the standard questions** asks for a confirmation, then puts the original form back.

## FAQ {#faq}

### The Help page of the site says that no desk is open to the public. Why? {#no-desk-open}

No desk of this website has both **Public Request Form** switched on and its page published, and the Help Desk screens hold no switch that publishes a desk ([Publish the page](#publish)).

### Which files can a visitor attach? {#attachments}

PDF files and pictures (PNG, JPEG, GIF, WEBP, BMP or TIFF), up to 10 MB each. Any other file is refused with a message, and the request is not sent.

### Can the customer follow the request afterwards? {#follow-up}

By e-mail, always: the replies of the desk reach the address typed in the form. Online, when the desk's audience includes customers and the customer has a portal account: [How Help Desk works](how-help-desk-works#customers).

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- Source: https://jaah.app/docs/helpdesk/submit-a-request-from-the-website
- Updated: 2026-10-28
- Version: Help Desk 19.0.1.1.0
- Verified: 2026-10-28