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Webforms (Support Request Forms)

How does a webform work?

Webforms are a customer-facing method of creating tickets. With a webform, the customer fills in the required fields in order to submit a ticket. You can give customers access to webforms in a variety of ways depending on your preferences. For example,  you can include the webform in your web widget, embed the webform to your webpage, or provide a link to the webform. See also: Adding Apps to Your Website

Benefits of webforms

In comparison to email, webforms help ensure required information is submitted to the ticket. You can add custom fields to get the information you need from your customers and make certain fields required. Webforms also let you distinguish between incoming customer requests by allowing your customer to easily submit a unique ticket or task type.

Creating and editing Webforms

Create a new webform

You can create webforms for each type of ticket or task you have enabled. See more about types: Item Types. (If you want to create an additional webform for the same ticket type you can do so by creating an additional webform application. This is done from Administration > Customer Apps > Create Customer App). 

  • Go to more applications > Administration > Webforms.
  • Under the dropdown for “Select a Type to Create a Webform”. Choose the type of ticket/task and select 'Create Webform'. Webforms can be made for any currently enabled ticket and task types.

Edit a webform

  • In Administration > Webforms. Beside the webform, select 'Expand'.
  • Set the Form Title or Subtitle (optional). These will appear at the top of the webform.
  • Add additional fields to the webform by selecting 'Add Another Property to the Webform'.  
  • Make a field required by checking the box under 'Is required'. (Name is always required).
  • You can remove a field by selecting the 'x' under Actions. (Name cannot be removed. When a customer is not logged in, the email field will appear. The email is required and cannot be removed).
  • The 'Property name' is how the name of the field will appear on the webform. Hover the 'Property name' and select the pencil icon to edit the name. (The custom field property name corresponds to the name of the custom field). 
  • You can reorder fields by hovering the left side of the property and dragging and dropping into the desired position. 

Example editing a webform

Resulting customer-facing webform

Webforms on the Classic Portal

Customers can create items directly on the Classic Portal using webforms. Any created webforms can be added to the portal and can be accessed by customers from the 'Add New' button in the portal.

To add a webform as an option on the Classic Portal, go to More applications > Administration > Portal > Webforms. Click 'Add' and select the webforms you want to include in the Classic Portal.

Within the portal the webform(s) will appear under the 'Add New' dropdown menu. 

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