Ticket Forms
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Previously, only a single pre-ticket form was available for agents to fill out when creating a ticket. With the latest update, users can now create custom forms for different use cases, allowing both system users and visitors to create tickets tailored to their needs.
To create a custom ticket form, click the "Create Form" button at the top right corner. A drop down will appear, from there select "Ticket". A pop-up will appear where we have to provide a name & description & click create. We will land in the builder page. Here we can add specific form elements based on our needs. The builder is divided into 3 panels.
At the left most panel we can see the details of the form. Here users can select if the form will be used for internal use or not. If this check box is ticked, recipient name, email will not be mandatory. Besides users will also have to select the ticket status group. Once you attach a status group to a ticket form, you can not change it in future . To create custom ticket status click to learn more.
In the middle column, you'll add the form elements you wish to use. Once an element is added, simply click on it to expand its settings, allowing you to customize and adjust each element to perfectly suit your needs. Each element have a settings where we can choose whether we want the element to be visible to the visitors. There is a report tab beside the builder where we can view the usage of the form.
After we have created the form and click publish to make it live.
The two main elements of the form is Subject & Description. This two elements are a mandatory form element. Even if the ticket is form internal use, agents have to provide a subject & description.
There are 11 customizable form elements, including:
Recipient Name
Recipient Email
Phone
Text Box (for detailed descriptions)
Choice List (single-selection)
Dropdown Menu
Multiple Question Selection
Date & Time Picker
Captcha (to verify human users)
File Upload
Sub-Header
To learn more about the details of the form elements click to learn more.
