Forms work in progress
Ticket Forms help agents collect the right information before a ticket is created.
Customers fill out a structured form with the details your team needs to get started. This reduces follow-ups and speeds up resolution.
what does a ticket form include
where does ticket forms appear
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Why use ticket forms?
When customers describe issues , important details are often missing. Agents then have to ask follow-up questions just to get the right information to start working on the ticket, slowing down the entire process.
Ticket Forms solve this by:
- Collecting the key details for every request
- Reducing back-and-forth with customers
- Helping agents respond faster
- Improving SLA adherence with better upfront context
What does a ticket form include?
Ticket Forms are built using conversation fields.
You can create multiple forms, each tailored to a specific type of request, such as:
- Reporting a bug
- Requesting a refund
- Submitting a feature request
This ensures customers see only the fields relevant to their issue.
Where do ticket forms appear?
Ticket Forms are available to customers through the Customer Portal in the Help Center.
- Customers access forms using a ticket submission button
- The label of the button can be customised by the Admin
- If multiple forms are published, customers select the appropriate form before submitting their request