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The Forms tab enables you to configure the fields that appear on tickets for agents and consumers. Forms can be accessed by agents through the U-CRM Agent Desktop and by their customers through the Web Widget.

The Forms tab contains the following subtabs:

  • FORMS: To create a form
  • Design: To design the form
  • Activity: To view the tickets that were created using the form
  • Change History: To view the history of the form

Creating and Designing a Form

You can configure the template for a ticket on the Agent Desktop using a form. 

To create and design a form:

  1. On the Configure tab of the LiveVox Portal, click Ticketing > Tickets Config.
    The Ticketing Config screen appears.
  2. On the FORMS subtab of the Forms tab, click New.
    The New Ticket Form dialog box appears.

  3. Enter values in the following fields.

    FieldDescription
    NameEnter a name for the form.
    Description

    This field is optional.

    Enter the description of the form.

    PublishedSelect the checkbox if you want the form to be automatically published when it is created.

  4. Click Save.
    The form is created, and the Design subtab opens.

    If required, modify the values in the following fields:

    • Title Text: The title for the ticket
    • Success Text: The message that appears when the agent submits the ticket
    • Error Text: The message that appears when the agent cannot submit the ticket
    • Form Background: The background color for the ticket
    • Button Text: The name of the button clicking which submits the ticket
  5. Click New.
    The Field Editor dialog box appears.

  6. Configure the fields as required, and then click Save.
    A preview of the form appears on the Design subtab.

    To move a field, on the preview screen, hover over the field that you want to move, and then click  or   as required.

    To modify the configuration of a field:

    1. On the preview screen, hover over the field whose configuration you want to modify.
    2. Click .
    3. Perform step 5.

  7. Click Save.
    The form design is saved.

  • If you want the form to be available on the Designer Desktop, you must publish the form. To publish the form, on the FORMS subtab, select the checkbox next to the form that you want to publish, and then click Publish.
  • If you want the form to be available on the Agent Desktop, you must map the form to the Forms element through the Desktops tab of the Designer screen of the Designer Desktop. For more information, see the Designer Guide.


To modify the form:

  1. On the FORMS subtab, select the checkbox next to the form that you want to modify.
  2. Click Edit.
    The Edit dialog box appears.
  3. Modify the values in the fields as required, and then click Save.

To modify the design of the form, on the FORMS subtab, double-click the form whose design you want to modify, and then perform steps 4 through 6.

To copy the form:

  1. On the FORMS subtab, select the checkbox next to the form that you want to copy.
  2. Click Copy.
    The Copy dialog box appears.
  3. Modify the value in the Name field.
  4. Click Save.

To delete the form:

  1. On the FORMS subtab, select the checkbox next to the form that you want to delete.
  2. Click Delete.
    The Confirm dialog box appears.
  3. Click Yes.

To filter the forms, on the FORMS subtab, in the Filter box, enter the text based on which you want to filter the forms.

Viewing the Form Activity

To view all the tickets that were created using a form:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets Config.
    The Ticketing Config screen appears.
  2. On the FORMS subtab of the Forms tab, double-click the form for which you want to view the tickets.
    The Design subtab opens.
  3. Click the Activity subtab.
    A table appears, displaying the tickets that were created using the form. The table contains the following columns:
    • Priority
    • Ticket # (ticket number)
    • Type
    • Subject
    • Status
    • Agent
    • Agent Team
    • Account
    • Contact Id
    • SLA Due Date
    • Modified By
    • Modified Date
    • Created By
    • Created Date

To filter the tickets, enter values in the following fields as required, and then click Search:

  • Ticket Number
  • Ticket Created Date
  • Ticket Closed Date

Viewing the Form History

To view the history of a form:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets Config.
    The Ticketing Config screen appears.
  2. On the FORMS subtab of the Forms tab, double-click the form for which you want to view the history.
    The Design subtab opens.
  3. Click the Change History subtab.
    A table appears, displaying the following columns:
    • Changed By
    • Changed on
    • Entity
    • Action
    • Short Description

To filter the entries, enter values in the following fields as required, and then click Search:

  • Action (that is, Insert, Update, or Delete)
  • Changed By (that is, the user ID)
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