The support desk

The support desk gives each client a link they can use to report an issue or request something, without an account. Requests arrive already attributed to that client.

It's off by default. Switch it on in Organisation settings → Details.

Per-client links

Create a link per client from Support → Links. Each is a unique URL (/r/{token}) you give to that client — on your website, in your email signature, in a welcome pack.

Per-client rather than one shared link, deliberately: a request arrives already knowing who it's from, which is the whole value. A single shared link would throw that away at the front door and leave you matching names by hand.

Links can expire, and can be revoked at any time. Revoking one keeps the tickets it already brought in.

What the client fills in

A short form: what they need, how urgent it is, and their contact details. There's spam protection and rate limiting on it.

They can also attach screenshots and files — up to five per request, 20MB each. Images, video, PDFs, documents, logs and zips. This is usually the fastest route to the actual problem: a screenshot of the broken screen identifies in seconds what a paragraph of description often doesn't.

Files show on the ticket in the desk, so you can look before deciding what to do with it.

Triage

Requests land in the desk as tickets, not tasks. A ticket becomes real work only when a human accepts it.

Accepting a ticket creates a task through the normal task machinery — real reference, board position, audit trail, watchers — on a standing per-client support project, which Waymarq creates on demand. It lands in the backlog, which is right: accepting says the work is real, not that you've scheduled it, and an ad-hoc request has no business distorting a timeline you're using to communicate a schedule. Promote it when you plan it in.

Anything the client attached comes across with it, onto the new task, still in their name — the file says it came from them, not from whoever pressed Accept. The ticket keeps its own copy, so deleting a file from the task doesn't touch the record of what was originally sent.

You can also just resolve a ticket without creating a task, for the ones that need a reply and nothing more.

Optional AI triage

If your organisation has AI configured, each incoming ticket gets a suggestion: which project it probably belongs to, a priority read from what's described rather than how the reporter labelled it, a size, and a one-line restatement.

These are suggestions only — nothing is applied automatically. Two reasons: routing a client's request to the wrong project silently is worse than not routing it at all, and the trigger is a public form, so anything automatic behind it is a way for spam to spend your AI budget.

Notifications

You're emailed when a request arrives, with Reply-To set to the reporter so replying goes straight to them. Turn it off per person under Account → Notifications.