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

[Nielsen]

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:

[Najjar _Innovura_]

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

[Katarzyna Pawlak _Deviniti_]

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.