# Topics, fields and files

> What the form and Messenger ask, and what lands on the ticket.

Messenger and the support form ask the same questions. Topics are set on the **General** tab, fields and files on the **Form** tab; both apply to both widgets.

## Always asked

**Name**, **Email**, **Subject** and **Message** are always on the form. Messenger asks for the name and email only until the browser remembers them.

## Topics

Under **Settings › Support settings › General › Topics**. When at least one topic is switched on, visitors must pick one first (*"What is it about?"*).

| Setting | What it does |
|---|---|
| **Topic** | The name visitors see, like *Billing*. |
| **Ticket type** | The type the new ticket gets. |
| **Assign to** | Who owns the new ticket. **Unassigned** sets no owner. |
| **Shown when picked** | A short answer shown under the topic when the visitor picks it, e.g. where invoices are. Optional. |
| **Article link** | A link to one of your help articles, shown as *"Read the article"*. Optional. |
| **Show on the form** | Off hides the topic from visitors. |

Without a topic that is switched on, the form shows no topics.

## Your own fields

Under **Settings › Support settings › Form › Fields › Add field**.

| Setting | What it does |
|---|---|
| **Label** | The question, like *Order number*. |
| **Hint** | A line under the field. Optional. |
| **Kind** | **Short text**, **Long text**, **List** (pick one of your options) or **Checkbox**. |
| **Required** | Visitors must fill it in. |
| **Fills on the ticket** | **Shown under the first message** (the answer is added below the visitor's text), **Type** or **Priority** (the answer sets that field on the ticket). |
| **Show on the form** | Off hides the field from visitors. |

Fields that are not required show *"Optional"*. You can change their order on the Form tab.

## Files

**Let visitors attach files** on the Form tab (on by default). It applies to the form and to Messenger.

- Up to **10 files**, **10 MB each**, **25 MB in total** per message.
- Images (PNG, JPG, GIF, WebP), PDF, CSV, text (TXT) and Office files (DOC, DOCX, XLS, XLSX, PPT, PPTX).

Files are attached to the ticket. In Messenger, visitors can download the files in their own conversations.

## Length limits

| Field | Up to |
|---|---|
| Name | 200 characters |
| Email | 254 characters |
| Subject | 200 characters |
| Message | 20,000 characters |
| Your short text fields | 500 characters |
| Your long text fields | 5,000 characters |