Create forms to receive requests

Forms allow you to receive requests from your customers and collect details in a structured format. Each form can be tailored to a specific type of enquiry, such as product support, billing, or feedback. When you create a form, you choose which project will receive the submissions. This means you can route different form submissions to different projects, allowing specialized teams to handle specific types of enquiries.

Where forms are used

Forms are available to customers on the contact page of your support website. Customers can select and submit forms to request help, provide feedback, or make other enquiries.

The customer service agent also uses forms in conversations with customers. Depending on your handoff settings, the agent can either direct the customer to a contact form or fill out and submit a form itself on the customer’s behalf. This ensures the support team receives all the information they need to follow up and resolve the request efficiently. Read more about handoff.

Create a form

1. In your customer experience, select Forms from the sidebar.

2. Select Create a form.

3. Fill out the details for the form.

   1. Give it a name – customers will see this as an option on your support website contact page.

   2. Select a project to route submissions to.

   3. Select the work type you want to associate submissions with.

4. Select Save.

Add fields to your form

After creating your form, you can add fields to collect the information you need:

1. In the form builder, select the fields you want from the Fields list. They will appear in the form fields section. You can also drag and drop them.

2. Expand each field to change the display name, provide a description for customers or to make it a required field.

3. To reorder fields, drag and drop them or select More actions (•••) and choose an option.

4. If a field you want isn’t available, create a new custom field.

5. When your form is ready, select Save changes.