To create a new form:

1. As an admin, go to Admin > Workflows > Ticket Forms and click New form.
2. Provide a name and description in the dialog and click Create.
3. Your form is created and you're taken to the form builder page.
   

On the form builder page, the left panel displays all your ticket fields with the "Can view" property enabled for customers. You can drag and drop these fields into the main body to build your form. You can also hover over fields in the main body and click the Delete icon to remove them from your form.

After adding a field to your form, click on it to modify properties. You cannot change the agent behavior properties, but you can modify the customer behavior properties. You can also add tooltips or placeholder text to guide customers on how to fill that field.

Best practices for building a ticket form:

• Ensure you're satisfied with your data schemas and have created your ticket fields and dynamic sections.
• Every new form has 4 default fields. The Search a requester and Company fields cannot be removed. The Subject and Description can be removed, so you can create forms without text input.
• When you add a ticket field which has dynamic sections, you can choose to add the whole field, or only add a particular section. In the latter case, the parent field will be set to the choice and grayed out.
   

Go to Admin > Ticket Forms to manage your ticket forms. Click the overflow menu next to a form to see options to manage it.

Best practices for managing your ticket forms:

• Editing a form: Remember that forms can be deployed to multiple places. When you commit edits to a form, it changes in every place it is deployed.
• Cloning a form: Clone an existing form to safely experiment with the flow. Deploy the clone to your portals and widgets once you're satisfied.
• Deleting a form: Deleting forms is irreversible. Before deleting a form, unpublish it from all locations and verify that it is not being used in any automation rules.

When you edit a form, you can publish it to portals and feedback widgets immediately.

1. Go to Admin > Workflows > Ticket Forms and click a form's name to start editing it.
2. Click the Publish button to bring up a dialog.
3. Select portals and widgets to associate the form with and click Save.
   
   • The dropdowns contain only the portals and widgets created in your Freshdesk account. Click the links in the dialog to go to the respective settings page.

You can add forms to a portal from the portal settings page.

1. Go to Admin > Channels > Portals and click Edit on your portal of choice.
2. Go to the Manage sections tab.
3. In the Ticket box, choose the forms to add from the Add ticket form dropdown.
4. Modify the Page title and the Dropdown placeholder (if you've added multiple forms) to suit your brand voice.
5. Modify settings to control who can submit and view tickets on your portal and click Save.
   

When you deploy multiple forms to your support portal, they appear as the first dropdown on the ticket submission page.

You can add forms to a help widget from the widgets page. Since your widget can be embedded, you can use your forms across all your websites.

1. Go to Admin > Channels > Widgets and click the widget to modify.
2. In the Contact form box, Select Show form with ticket fields.
3. Choose the forms to add from the Add ticket form dropdown.
4. Modify the Title of the form, Dropdown placeholder (if you've added multiple forms), Form submit button, and Form confirmation message to suit your brand voice.
5. Modify other rules for attachments and who can see the form and click Save.
   

You can embed your default form on any web page with some custom settings. To do so:

1. Go to Admin > Channels > Feedback Form.
2. Optionally, customize your form settings:
   • Form Heading: Provide a custom title.
   • Form Submit Button: Provide a custom CTA for the submit button.
   • Form Submit Message: Customize the text the customer sees after submitting the form (such as expected resolution time).
   • Form height: Prevent scroll bars in your embedded form by specifying its height in pixels.
3. Optionally, add more capabilities in Form Options:
   • Let users attach a file to their ticket or attach a screenshot
   • Allow users to search your knowledge base directly from the ticket form
   • Prevent spam by enabling CAPTCHA in the form
   • To use your form in SSL encrypted pages, enable the Use Https toggle.
     
4. As you customize your form, the code at the bottom is automatically updated. Copy it and paste it within the HTML body of your web page(s).
   
5. If you change these settings later, copy the latest code and update it wherever you've embedded your form.

You can create automation rules that run on tickets created from a specific form. You can create rules that run on ticket creation or ticket update.

For example, you may have a ticket creation rule to map any tickets from your "Feature request" form to your engineering team (group) or your program manager (agent).

To create an automation rule based on ticket forms:

1. As an admin, go to Admin > Workflows > Automations.
2. Choose either the Ticket Creation tab or the Ticket Updates tab and click New rule.
3. Give your rule a name.
4. In the On tickets with these properties section, choose: In Tickets if Form Is and select your ticket form.
5. If you're creating a Ticket Updates rule, choose your event triggers in the Involves any of these events section (such as Priority is changed).
6. In the Perform these actions section, choose the action to perform (such as Assign to Agent).
7. Click Preview and save. Review the rule summary and click Save and enable.