Add pages for signing in issues to the support form journey #5605
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spatel033
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Oct 8, 2025
If a user is signed out, the page where they select the type of problem they're experiencing should also have a radio button for issues signing in. This adds that radio button, which redirects to a new route.
This gives 5 options, with the "Something else" option taking you to the feedback form, and the other options to be implemented in later commits.
This adds in the redirects necessary when someone selects that they haven't received a 2FA code or that their details have changed from the issues signing in form. In each case, they get shown a static page with a link for if they're still having issues.
There are 4 similar pages for a user to enter their account details if they're having issues signing in. While each page contains a form for them to fill in their details, the exact form fields and the Zendesk ticket that get created are slightly different, so it's simpler to have four separate routes. Later iterations will add instructions to each type of ticket that gets opened, so the ticket details are kept hidden from the user.
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Signed in users shouldn't be shown the signed out support form pages since on the "Report a problem" page they won't see the sign in issues radio button. However, just as an extra precaution, this change redirects them if they do end up on any of the pages designed for signed out users.
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The support form journey remains the same for logged in users, but for signed out users the page where they can select the problem type they have now shows a third option for issues signing in.
There are 5 types of signing in issues - "something else" takes the user to the standard feedback form with an appropriate subject. Each of the other types of error (to do with sign in codes / links) shows a different form for the user to fill in their details and then puts those details into a Zendesk ticket.
Trello