System administrators, superusers, and managers with permissions can create a form to support customer requests using predefined fields designed using the template from the Design tab. You can insert fields to retrieve data from accounts, contacts, and tickets. The form enables you to process issues faster and improve the customer experience. Using the forms attachments option, you can provide your customers with survey forms to collect their feedback and automatically route the tickets to the appropriate department with all the key information.

The Forms tab lists all the configured forms.

Double-click on the required form to view the details.

The Form tab contains the following subtabs:

  • General: Stores the Name and Description of a form.
  • Design: Provides options for the form.
  • Settings: Provides options for you to create and design the appearance of the form.
  • Preview: Enables you to preview your form design.
  • Activity: Displays the tickets that were created using the form.
  • History: Displays the history of the changes made to the form and identifies who made the changes.

Creating a Form

On the Agent Desktop, use a form to configure the template for a ticket. For example, you can create a survey form for your customers to collect feedback on the service call request handled by the agent.

To create and design a form:

  1. On the Ticketing Config screen, click the Forms tab and then click .
    The General tab appears.

  2. Specify the values in the following fields. 

    1. Name: Specify the name for the form.
    2. Description: Specify the description for the form. This field is optional.
  3. Click Save.
    The form is created.
    • You can publish the form now by clicking Publish () or opt to publish it later.
    • To publish the form later, on the Ticket Config > Forms window, select the checkbox next to the form, the Publish button is enabled. Click Publish. A confirmation message appears. Click Ok. The form is published, and the status changes to Publish in the list. 
    • Select the checkbox and click the Publish button to unpublish an already published form. The form is unpublished, and the status is changed to Draft.

Designing a Form

Using the Design tab, you can add fields, set styles, validate the length, and set conditions for the fields to appear in the form.

The following subtabs appear to add fields to the form:

  • Display: Specify the Field Type, Label, Placeholder, and Column.
  • Style: Specify the Label Color and Font Size. You can also specify whether the text should be Bold or Italic.
  • Validation: Specify the Minimum Length and Maximum Length of the field. You set the condition by choosing No, Always, and On-Conditions. 
  • Conditional: You can define a condition for a field to be displayed and also set a rule as to when it must be displayed. Select the When the Form Field type, and also set the value in the Has the Value.

You add fields, and labels, set the label position, create a placeholder for fields, and add columns to the form. 

To design the form:

  1. On the New Form window, click the Design subtab.
    Click the  button to add new fields. The Edit window appears.

  2. You can create a standalone field or use the field from Accounts, Contacts, or Tickets. To associate an entity to a form, enable Associate to Entity.

    In the ENTITY field, select an ENTITY and then select the FIELD for the entity by clicking the text box.

    If you select ENTITY, you must also add a  FIELD for the entity you have selected. For the following entities, certain fields are the mandatory fields:

    • Accounts: If you select the entity as Accounts, you must select the Name as a mandatory field.  
    • Tickets: If you select the entity as Tickets, you must select the Subject as a mandatory field.  
    1. If you select the  FIELD as Billing then in the LABEL text box, the Billing field appears.
    2. In the LABEL field, you can specify a name for the form.
    3. In the LABEL POSITION field, select the required position from the drop-down list.
    4. Specify the PLACEHOLDER that needs to appear in the textbox.

  3. Click Style and complete the LABEL COLOR and FONT SIZE fields.

    If you want the font to be bold or italics, enable the appropriate checkboxes. If you do not select any of the options then the font will remain normal.

  4. Click the Validation tab if you have any label constraints, for example,  you can specify that the field is a mandatory field or if the field depends on certain conditions.  

  5. To specify the conditions for the labels, click the Conditional tab and specify the required conditions. 
    Fields can be displayed as read-only based on conditions.

  6. Conditional logic supports Advanced Mode, which allows for different rules based on the OR condition.

    You can use the Advanced Mode option to configure the ticket fields on the ticket. 
     
    Using the Advanced mode feature, click the add (+) icon to create a new rule. 
    You can configure the following fields:
    • THIS FIELD SHOULD: Select the visibility of the field on the ticket. The available options are: Display, Hide, and Read-Only.
    • WHEN THE FORM FIELD: Select a field based on your requirement.
    • Equal To: Select Equal To or Equals Anyway from the drop-down list to form the condition with the selected field.
    • VALUE: Set the default value, if needed.
       

      You can create multiple rules.

  7. You can define a field that is required based on another condition in the Value section. 

    Fields can auto-populate     values based on conditional fields.
    For example, if the selected topic is equal to Topic B, then you can set the value as Critical for the ticket form field.

  8. Click Save.

    You can edit the fields by clicking the edit icon.

    You can drag-drop fields to move the fields up or down.
    To delete the fields, use the delete () icon.

Settings Tab

The Settings subtab enables you to specify the Messages, Theme, Layout, and Attachments for a form.
To update the settings:

  1. Click the Settings tab.
    The Settings tab appears.

  2. Specify values in the following fields.

    FieldDescription
    Messages
    FORM TITLESSpecify the form title. This title is displayed on the web form when an agent creates a record on the Agent Desktop.
    SUBMIT BUTTONSpecify the text for the button.
    SUCCESS TEXTThis message is displayed when you create a ticket.
    ERROR TEXTSpecify the error message.
    Theme
    FORMSelect the form color.
    FIELDSSelect the field color.
    SUBMIT BUTTONSelect the submit button color.
    Attachments
    Enable AttachmentsIf you enable this option, the attachments box appears.
    MAX # of ATTACHMENTSSpecify the number of attachments that you can attach.
    RequiredEnable this option if the attachments are mandatory.

     

  3. After specifying the values in the fields, click Save.

  • To delete the updates to the form, click the Delete button.
  • Click the Refresh button to view the updated changes to the form.

Previewing a Form

You can view the design updates to the form in the Preview tab. To test the form, specify the appropriate values in the fields and click Submit. The system creates a Ticket, Account, or Contact object within the Ticket Form editor.  
preview_tab.png

Ensure that you saved the changes in the Design tab to get the latest updates on the form.

Activity

To view the tickets that were created using a form:

  1. On the Forms subtab, double-click the form for which you want to view the tickets.
    The Design subtab opens.
  2. Click the Activity subtab.
    The Activity tab appears.
  3. The table contains the following columns, displaying the tickets that were created using the form:
    • ENTITY: If the form is associated with an entity, then the entity appears.
    • NUMBER: The number assigned to the ticket.
    • CREATED BY: The manager who created the form.
    • CREATED DATE: The date on which the form was created.

Change History of the Form

The Change History tab contains a table with the history of all changes made to the form.
ticket_history_tab.png
The table contains the following columns.

Column

Description

ACTION TYPEType of the action, for example, Created.
LAST UPDATED BYName of the user who modified the form
LAST UPDATEDDate and time when the user modified the form, represented in Eastern Time
DESCRIPTION

A short description of the modification done to the form.

Managing a Ticketing Form

You publish, copy, or delete a form from the Forms window. 

To publish and unpublish a form:

The form is available on the Agent Desktop only if it is published. 

To publish a form:

  1. On the SmartReach portal, on the Configuration tab, click Ticketing > Tickets Config.
    The Forms window appears.

  2. Select the checkbox next to the form that you want to publish, and then click Publish in the upper-right corner.

  3. The Confirm window appears. Click Ok.
    • On the Forms window, in the row displaying the form, the Status column displays the Published value, indicating that the form is published.
    • To unpublish an already published form, select the form and then click Publish. The Status column displays the Draft value, indicating that the form is unpublished.

To copy a form:

  1. On the SmartReach portal, on the Config tab, click TICKETING > Tickets Config.
    The Forms window appears.

  2. Select the checkbox next to the ticket that you want to manage.
  3. To copy a form: 
    1. On the Forms window, click the Copy icon in the upper-right corner.
    2. The Confirm window appears. 
      Click Ok. A copy of the form is created, and it appears in the Forms window.

To delete the form: 

    1. On the SmartReach portal, on the Config tab, click TICKETING > Tickets Config.
      The Forms window appears.
    2. Click the Delete icon in the upper-right corner.
    3. The Confirm window appears. 
      Click Ok. The form is deleted, and it does not appear in the Forms window.