Multiple ticket forms allow you to show the relevant form to your customers depending on what they want to contact you about. Admins can effortlessly create ticket forms and provide a tailored customer experience. You can create forms for the different customer issues (eg: Returns, refunds, etc.), or different product portals, or both.
- Go to Admin > Ticket forms > New Form.
- Enter the Form name and description.
Note: When you have more than one form associated with a portal, the form name will appear as a dropdown to your customers on the new ticket page.
- On the left pane, you will find all your ticket fields that are visible to the customer. You can drag and drop the required fields to your ticket form.
- You can select the ‘Editable in forms and the ticket page’ checkbox to display the ticket field while the customer fills out the form. If the checkbox is unselected, the field will be displayed on the ticket page after submitting the form for logged-in users. For example: When a customer is raising a ticket, you may not want to show fields like ‘Ticket Status’ or ‘Priority,’ but you can show them after ticket creation.
- You can select the ‘Required when submitting the form’ to make a ticket field mandatory for the customer.
Note: Making a ticket field mandatory will be specific to the respective form you are configuring. For example, let’s say you have a non-mandatory ticket field, ‘Booking ID’ (Admin > Ticket Fields). When you add ‘Booking ID’ to the form and mark it as a ‘mandatory field,’ it will be mandatory on that specific ticket form.
- You can use ‘Label for customers’ to configure how the field should be displayed to customers.
- By adding ‘Tooltip for customers,’ you can guide customers to fill in the right information for a field.
- Using ‘Placeholder text for customers,’ you can show the input format for a specific ticket field.
Below is a sample form and how it looks on the portal for your customers:
Adding a dropdown field with sections to a ticket form
You can use Dynamic Ticket fields to show or hide fields on your ticket forms (Read more on how to create dynamic sections).
When you add a dropdown field with sections, you have two options:
- Add the dropdown with all the sections associated with it. Your customers will see more fields as they choose options in the dropdown
- Add a specific section within the dropdown field, which will show only the fields associated with it.
- For example: Let’s say you have a section field ‘Country’ containing relevant sections for when a specific country is selected. When a customer selects Country as ‘USA,’ you would want to show the fields specific to the dropdown choice ‘USA’ like ‘social security number’, since the other fields might not be relevant. In this case, you can choose ‘Fields in a section.’
- In this case, you can also display the fields conditionally based on the dropdown choice selected by the customer.