Gravity Forms is a tremendously powerful plugin for WordPress and Help Scout is an awesome customer support system that also provides a service for handling documentation. What they miss, however, is a direct connection that allows site owners to provide customers with a way to search the Help Scout documentation before they can submit a support ticket submission form.
An ideal support ticket submission process goes like this:
- Customer enters keywords related to their issue
- Relevant search results are shown to provide customer with “self-help”
- If the answer is not found in the documentation, customer can proceed with opening a support ticket
As far as I know, there are very few (if any) documentation / support solutions that provide this flow out of the box. There are numerous ways to build it but they are often complex and time consuming. Most product owners and service providers simply allow customers to fill out a contact form to ask for help without providing them with a good way to try and help themselves.
To help provide a better support experience for our products, and to make it easier for customers to help themselves, my team and I decided to build a custom integration between Gravity Forms and Help Scout that would allow customers to enter a search query, see results, and then, only if no relevant results were found, be permitted to open a support ticket.