Customizing Ticket Forms

One of the ways your customers will contact you for help is by visiting your helpcenter and then filling out a "create ticket" form. This form includes a number of default fields (customer name, email address, phone number, etc,) and a freeform text area to describe their issue.

This may be sufficient in many cases, but often it is helpful to add some additional fields- such as account number, product name or software version.

The ticketing admin also gives your agents a way to create tickets for customers and other purposes. This form is similar in appearance to the helpcenter form.

Both of the forms can be customized to suit your needs, and Helpy provides the ability to add customized fields as well as alter some behavior of the form itself.

In this section, you will learn about:

  • Introducing the form editor
  • Default fields and options
  • Adding new fields
  • Updating existing fields
  • Removing fields you no longer need
  • Capturing data from custom fields

Introducing the form editor

The form fields editor lets you add custom fields and adjust the behavior of your ticket creation forms. At the top of the preference panel, you will see a tab for each form (admin and helpcenter.) Select the form you would like to work with form here and to see the options for each.

Default Fields and Options: Helpcenter Form

Your helpcenter includes a web form that allows customers to submit new tickets. It has the following fields:

Email- The customers email address

Name- The customers name

These two fields will be used to create a customer record in Helpy, or will attempt to match the ticket to a known customer record in Helpy if it already exists.

Should this message be private? (optional) This lets the customer indicate if they would like to create a public forum posting or a private support ticket. This only appears if both ticketing and community forums are enabled in your account

Topic (optional) - This lets the customer indicate the forum topic of their request.

Team Group (optional) - If the customer is creating a private ticket, they will optionally be able to select the team group the ticket is intended for (eg. "billing", "sales", "support") You can control which groups are shown in this list (or disable it completely) from the Groups administration.

Subject - This is just like the subject line of an email and allows the customer to define a one line subject for their request.

Message - The message is where the customer can describe their issue in more detail.

Attachments - The customer can also attach files through the web form.

Re-captcha (optional) - Recaptcha is a spam prevention tool that you may enable through the settings > integrations.

Default Fields and Options: Admin Form

The admin form includes many of the same fields and options, along with a number of additions:

Subject- the subject is required and is a one line summary of what the ticket is about, similar to how you would use the subject of an email.

Name- the name is the name of the recipient of the ticket.

Phone- the phone number of the recipient. This is useful if you do not have the customers email address and will be responding to them with a phone call instead.

Email- this is required and is the email address the ticket will be send to. Us the dropdown icon to add CC and BCC fields to send the message to additional recipients.

Message Body- this is the actual message you will be sending to the recipient identified above.

Attach Files- You can also attach a file to the ticket. This will be emailed to the recipient as a email file attachment.

Channel- The channel is just what it sounds like- the channel used to create the ticket. If you are creating the ticket to respond to an in person request- use that here. If it is a phone call, select phone.

Group/Team- the group to assign this ticket to. This listing of groups may not be present depending on how your admin has configured Helpy.

Priority- The priority level of the ticket.

Current status- By default when new tickets are created, they are given a status of "new". If you wish to alter this you can.

Assigned agent- The agent the ticket should be assigned to. Defaults to the currently logged in agent.

Tag list- Comma separated listing of tags you wish to add to the ticket.

Adding Form Fields

From the form admin settings panel, click "Add New Question". This will bring up a set of options for your new question. It it important to understand that when you add custom form fields, the original message field will be replaced with your new fields. Follow these steps to create your new field:

  1. Question: Define the question you would like to ask. This will appear as the label adjacent to the form field, and also will be stored in the "meta attributes" for the ticket. It is best to make this short.

  2. Indicate whether completion of the field should be required or not. If a field is required, your agents or customers will not be allowed to create the ticket without answering the field.

  3. Answer type: This describes the type of field that will be show. Available options are "single line", "multi-line" and "select. Each is described in more detail below:

    Single-line: a single line field is a simple input and is probably the most common type of form field, as it is perfect for short answers.

    Multiple-line: a multi-line field allows multiple lines to be entered.

    Select: A select field creates a dropdown menu with a pre-defined set of responses. When you create a select field, you will be prompted to supply a listing of options, separated by commas.

    Example: To create a dropdown called "fruit", add options separeted by commas- "apple, orange,strawberry,cherry,melon"

  4. Show this field on: The next two options determine where this field will be displayed- either on the helpcenter form for creating a ticket, or on the admin new ticket form. If both are enabled, the form will appear in both places.

    Note: Currently there is no option to include custom fields on the widget form.

Now click "save" and your field will be added to the customer helpcenter field and/or the admin new ticket form.

Updating existing fields

You can edit fields at any time. To do this, go to the settings > custom fields panel and choosing the field you would like to change. Select "update" from the ellipsis menu adjacent to the question. Any changes saved will become effective immediately.

Removing fields

You can also remove or delete fields from your forms. To do this, go the settings > custom fields panel and select the field you would like to remove. Select "delete" from the ellipsis menu adjacent to the question you want to remove, and confirm the action. Fields are removed immediately from the live forms.

Removing all fields will return your form to the default state, with one large text area for capturing a customer message.

Capturing Data from Custom Fields

When your customers answer custom fields, that information is saved into the main message body of the ticket, and answers are also stored into custom attributes for the ticket. The same is true if you enter custom information through the admin create ticket form.

You can use this collected information to set up triggers, custom views and do other automations to streamline your helpdesk.

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