The dealer Support tab: support and warranty requests into your helpdesk
Build the form behind the dealer portal’s Support tab. Every request becomes a ticket in Support → Tickets, on the dealer’s company.
Where it is
- Dealer Portal → Setup → Support form
- Support → Tickets — Where dealer requests arrive
Settings for this
- Setup → Support form — Support form on, page text, request types, questions, priority, assignee, warranty, files
- Setup → Features → Support — Must be on as well, or dealers don’t see the tab
Anyone who can change settings can build the form. A live preview on the right shows what dealers see.
Step by step
- Open Setup → Support form and tick Support form on.
- Page text: Heading, Introduction, After they send it, and Reply time note (optional).
- Request types (such as Technical support or Warranty claim): a Name and a one-line Description, plus Ask which product / invoice and Photos or video required. Reorder with the arrows; Add a request type adds one. Keep at least one.
- Questions: every request already asks for the type, a short summary, the product and invoice (when the type asks), a description, and photos or videos. Add your own questions the same way as on the Sign-up form, and change the example text in those boxes.
- New requests: Priority (Low, Medium, High, Urgent), Assign to, Tell these people about new requests, Warranty (months) (counted from the purchase date; a product's own warranty wins; blank = no check) and Files per request.
- Press Save.
- Make sure Support is ticked in Setup → Features.
What happens
A dealer picks the request type, finds the product on one of their invoices (or uploads their own invoice copy or gives a purchase date, marked "Not checked"), describes it and attaches photos or videos. It arrives in Support → Tickets with the dealer's company, the priority and assignee you chose, and whether it's in warranty. The dealer follows it on their Support tab.
Returns for credit are separate: they use Returns & warranty and land on Dealer Portal → Returns.
If something's not right
- Dealers don't see a Support tab: both switches must be on. The screen says which one is off.
- "Add at least one request type." Add one before saving.
- "Only someone who can change settings can change this." Ask an admin.