Form Configuration
The Form Configuration section is where Help Desk forms are created and managed.
A form controls what information a user must provide when creating a new ticket. This helps the support team receive clear and complete details from the beginning.
Different forms can be created for different departments, teams, or support needs. For example, an IT Support form may collect different information from a general help request form.
What Form Configuration is used for
Section titled “What Form Configuration is used for”Use this section to:
- View all available ticket forms
- Create a new custom form
- Preview how a form looks
- Configure the fields inside a form
- Set which form is active
- Delete forms that are no longer needed
- Restore deleted forms from the bin
This helps keep ticket creation organised and consistent.
Form list
Section titled “Form list”The main Form Configuration screen shows all available forms as cards.
Each form card may show:
- Form name
- Active status
- Date created
- Form description
- Number of fields
- Active form indicator
- View button
- Configure button
- Delete button
The form card gives a quick summary of what the form is and whether it is currently active.
Active form
Section titled “Active form”An Active form is the form currently used when new tickets are created.
If a form is marked as active, users will see that form when submitting tickets. This is useful when the team wants one approved form to be used as the main ticket form.
Forms that are not active can still be stored and configured, but they are not used for new tickets until they are set as active.
View form
Section titled “View form”The View option opens a read-only preview of the form.
This allows users to check what the form looks like before using or editing it.
The preview may show fields such as:
- Subject
- Description
- Category
- Department
- Assigned Agent
Some fields may be locked or auto-filled depending on the form setup. For example, the department may be filled automatically after selecting a category.
The View screen is useful for confirming that the form is clear and easy to understand.
Configure form
Section titled “Configure form”The Configure option allows users to edit the structure of the form.
This is where the form builder is used.
In the configuration screen, users can:
- See all fields in the form
- Reorder fields
- Edit field settings
- Duplicate fields
- Delete fields
- Add new fields
- Save changes
The left side shows the list of fields already included in the form. The right side is used to edit field properties after selecting a field.
Form fields
Section titled “Form fields”A form field is one piece of information that the user must complete.
Examples of fields include:
- Subject
- Description
- Category
- Department
- Assigned Agent
Some fields can be marked as required. A required field must be completed before the ticket can be submitted.
This helps make sure important ticket information is not missed.
Add field
Section titled “Add field”The Add Field option is used to add more questions or inputs to a form.
This is helpful when a department needs extra information before handling a ticket.
For example, an IT form may need fields for device type, system name, or urgency.
Creating a new form
Section titled “Creating a new form”The Add New Form button is used to create a new custom form.
When creating a form, the user can enter:
- Form Name: The name of the new form.
- Description: A short explanation of what the form is used for.
- Department: The department the form belongs to.
If the form is generic, it can be available to all departments. If it is department-specific, it will only be used for that selected department.
After creating the form, the user can configure its fields.
Deleting a form
Section titled “Deleting a form”The delete option removes a form from the active form list.
Deleted forms are not removed forever immediately. They are moved to the Bin, where they can still be restored if needed.
This helps prevent accidental loss of important forms.
The Bin stores deleted forms.
From the Bin, users can:
- View deleted forms
- Restore a form
- Permanently delete a form
Restoring a form brings it back to the main form list.
The Bin is useful when a form was deleted by mistake or may be needed again later.
Why Form Configuration matters
Section titled “Why Form Configuration matters”Form Configuration helps the Help Desk collect the right information from the start.
Well-structured forms make tickets easier to understand, easier to assign, and faster to resolve. Instead of agents asking for missing details later, the form guides users to provide the correct information when the ticket is created.
In short, Form Configuration keeps ticket submissions clear, consistent, and easier for support teams to manage.