Forms

Written By Mikel from Gorelo

Last updated 3 months ago

Forms can be used to capture information from end-users — think hardware requests, user lifecycle, client information etc.

Create a form

  1. Navigate to Forms from the menu

  2. Click ‘Create form’ down the bottom-left

  3. Give the form a title (this is what the client will see)

  4. Create a new field block by click the + button or typing ‘/’

  5. Choose ‘Question + Short Answer

  6. Give the field block a title of ‘First Name

  7. Click the ‘required’ toggle to make this field mandatory

  8. Click ‘Save’ up the top-right

  9. Click ‘Preview’ up the top-right to see what the form will look like

  10. Click ‘Go Back’ up the top-right to navigate back to the Form editor and continue with additional fields

Use a form

Generate a form link

  1. Navigate to Forms from the menu

  2. Select the form on the left

  3. Click the ‘Submission Link’ button up the top-right to copy the link

Tips!

  • Form links are one-time use and will expire after 7-days

  • This form will generate a new ticket based on the Form Settings

Generate a form link from an existing ticket

  1. Create or navigate to an existing ticket

  2. Click ‘public comment’ in the comment box

  3. Type ‘Click here’ and highlight the word ‘here’

  4. Click the ‘Generate form link’ button

  5. Click the appropriate form to link

Tips!

  • Form links are one-time use and will expire after 7-days

  • This form will generate a submission on the existing ticket

Submit a form via the Client Portal

  1. Sign in to the client portal

  2. Published forms will appear to the right of ‘Request Support’

View form submissions

  1. Navigate to Forms from the menu

  2. Select the form on the left

  3. Submissions will appear in the table on the right (under the Submissions tab)

Form Settings

Name

To change the internal name of the form:

  1. Navigate to Forms from the menu

  2. Select the form on the left

  3. Click the edit icon to the right of the existing form name

  4. Change the name and click ‘Update’

Description

To change the internal description of the form:

  1. Navigate to Forms from the menu

  2. Select the form on the left

  3. Click the edit icon to the right of the description field

  4. Add/change the description and click the save icon

Groups

One or more Groups can be automatically added to a ticket created via a form. You can also choose to notify those groups on ticket creation.

  1. Navigate to Forms from the menu

  2. Select the form on the left

  3. Select the ‘Settings’ tab

  4. Select the Group(s) you’d like to automatically apply via the dropdown

  5. Toggle on ‘Notify group’ to generate a notification to those group members when a ticket is created via this form

  6. Click ‘Save changes’ at the bottom

​Tags

One or more Tags can be automatically added to a ticket created via a form.

  1. Navigate to Forms from the menu

  2. Select the form on the left

  3. Select the ‘Settings’ tab

  4. Select the Tags(s) you’d like to automatically apply via the dropdown

  5. Click ‘Save changes’ at the bottom

Clients

Forms can be set so only certain Clients have access to them. This is a great way to reduce clutter when generating a form link from an existing ticket.

  1. Navigate to Forms from the menu

  2. Select the form on the left

  3. Select the ‘Settings’ tab

  4. Select the Tags(s) you’d like to automatically apply via the dropdown

  5. Click ‘Save changes’ at the bottom

Allow in Portal

Forms can be published to the Client Portal for self-serve. If a Client is specified, then it will only be published to their portal. If no client is specified, then it will be published to the portal for ALL Clients.

  1. Navigate to Forms from the menu

  2. Select the form on the left

  3. Select the ‘Settings’ tab

  4. Toggle on ‘Allow in portal’ to publish this form to the client portal (for the specified clients)