How to shorten number of clicks to get to the request form in the cutstomer portal?

Question

On the customer portal home page, there is the option that says contact us to create a request which just takes you to another page that says create a request. Can we shortcut that at all so that we just have a one-click button to create a request and that takes them to the request form?

We have two helpdesks, 1 official, and 1 to test our configurations. A big difference between them that affects the customer journey is the number of clicks it takes them to get to the request form.

With our official one (below), it takes 4 clicks before we get to the actual part where the customer can write/make a request:

Whereas this one only takes 2 clicks to get to writing their actual request:

Katarzyna · Answer

Hi @Nielsen ,

You have a different number of clicks because the path is different.

IT Support

1. You start from Help Center and click on the project.

2. You have a connection with Knowledge Base from Confluence so firstly you see articles. This is a moment to make a decision if the article solve the problem or you need to create a request.

3. You select a group of Request Types.

4. You select a Request Type.

5. You fill a form.

Project Test

1. You start from a Customer Portal where you don't have any articles so you are in the same step like in a 3rd in the IT Support.

2. The same like 4th and 5th steps.

So the only way to shortcut a path is sharing with others a direct link to group of Request Types or to a specified Request Type as a @Najjar _Innovura_ mentioned above.

Najjar _Innovura_ · Answer

Hi @Nielsen

Taking into consideration the number of clicks it takes the user to create a ticket is a very important measure for customers needing support

What we do is usually add a deep link  (URL) that takes the customer directly to our request create screen, like below:

https://innovura.atlassian.net/servicedesk/customer/portal/10/group/18/create/81

Or you may refer them to your portal if you want to get the request type like below

https://innovura.atlassian.net/servicedesk/customer/portal/10