Contact Form 7

Turn submissions of your Contact Form 7 forms into NiroHelp tickets. A site usually has several forms and only some of them are for support, so each one is added on its own, with its fields mapped onto the ticket’s. A form you don’t add keeps working exactly as before and never opens a ticket.

Where the screen is

NiroHelp → Integrations → Contact Form 7. Like the rest of Integrations, it needs the manage_options capability, so only administrators see it. It also needs the tickets module on and Contact Form 7 installed and active; without Contact Form 7 the screen says so and offers nothing to add.

Adding a form

1. Go to NiroHelp → Integrations → Contact Form 7.
2. Click Add form. (It is greyed out once every form on the site has been added.)
3. Choose the Form.
4. Under Field mapping, pick which of the form’s fields fills each part of the ticket:
   • Requester email — required. The ticket is filed under this address.
   • Requester name, Subject, Message.
   • Product, Reason, Urgency — the submitted value is matched to an existing product, reason or urgency by its name or slug (or its ID), so a dropdown whose options read “Billing” and “Shipping” lands on the reasons with those names.
   • Order ID, and any custom field switched on in the ticket form under Settings → Tickets → Form fields.
5. Under Defaults, optionally choose a Default product, Default reason and Default urgency. They apply when no field is mapped for that part, or the submitted value doesn’t match anything.
6. Click Add form.

The form is added active. Only the form’s own fields are offered in each picker.

What a ticket gets

• Subject — the mapped field, or “New message from form title” when none is mapped or it was left empty.
• Message — the mapped message, then every other field the form submitted that isn’t mapped, as a list of field: value lines. Nothing the visitor typed is lost to the mapping. Fields that aren’t part of the form are ignored, whatever else arrives with the request.
• Attachments — files uploaded through a file field are attached to the ticket. NiroHelp’s own allowed file types and size limit apply, not the form’s. A file NiroHelp refuses is listed in a private note on the ticket with the reason.
• Source — the ticket is marked as coming from Contact Form 7 (_nirohelp_source = cf7), and the form it came from is kept on it (_nirohelp_cf7_form_id).

The ticket then goes through everything a ticket from the web form does: agent assignment, the customer’s notification and sign-in link, the AI auto responder, Slack and webhooks.

A ticket is created whether or not Contact Form 7 manages to send its own notification email. Submissions Contact Form 7 marks as spam, or that fail its validation, never reach NiroHelp.

Who can open a ticket this way

The same rules as a ticket by email. The ticket always goes to the address in the mapped email field — being signed in to your site makes no difference, because Contact Form 7 sends its submissions without the visitor’s sign-in.

• Somebody whose email already has an account gets the ticket on that account, and a sign-in link to it by email.
• Somebody with no account only gets a ticket when both Allow guest submissions and Create accounts for new clients (or WordPress’s own Anyone can register) are on, under Settings → Tickets → Submission. Otherwise Contact Form 7 handles the submission as usual, but no ticket is opened. While that applies, the Contact Form 7 screen says which setting is off.

Managing a form

Each added form shows whether it’s Active or Disabled, which field the requester comes from, how many fields are mapped, and how many tickets it has opened.

• Edit — change the mapping and the defaults. The form keeps its active or disabled state.
• Disable / Enable — stop or resume opening tickets, keeping the mapping.
• Edit in Contact Form 7 — open the form itself.
• Remove — asks first. The form stops opening tickets and its mapping is deleted. Tickets it already opened stay, and the form itself isn’t changed.

If you rename or delete a mapped field in Contact Form 7, the form’s row warns that the field no longer exists. Edit the mapping: a form whose requester email field has gone opens no tickets.