Creating and managing form fields
Create reusable form fields, choose who can see the answers, add them to category forms, and use the submitted values.
Written By Markus Palm
Last updated About 1 hour ago
Overview
Form fields collect structured information with a Request, such as an app version, a date, or the steps a customer has already tried. Create each field once, then use it in the category forms that need it.
Request form fields describe the submission. Customer and company attributes describe the person or account and are managed separately.
Create a form field
Go to Settings → Requests → Management → Form fields
Click 'New field'
Choose the Field type, enter its label, and add a placeholder or options where available
Include Requests under Available in
Choose whether the answer is required and who can see it
Click 'Create field'
Choose a field type
Text: A written answer, such as an app version
Number: A numeric value
Select option: One answer from a list
Multi-select option: Several answers from a list
Checkbox: A checked or unchecked answer
Date: A date value
File upload: A file, with an option to allow multiple files
For selection fields, define the available choices.
Tip: Use a short, specific label so customers know what you are asking.
Require an answer
Turn on 'Required field' when customers must answer before submitting a Request that uses the field. For a checkbox, 'Require checking' means the customer must check it.
Choose who sees the field and answer
Two checkboxes control visibility. While one is checked, the other is unavailable:
Show answer to everyone: Display the answer to everyone who can view the Request, and let them filter Requests by it
Internal field: Show the field to your teammates only
Leave both unchecked to collect the customer's answer without showing it to other people who can view the Request. A category's 'Form' tab labels these states Public answer, Internal, and Private answer. The field library shows Public answer or Internal and no label for a private answer.
Manage the field library
Add fields to category forms
Creating a field adds it to your library. To ask the question, add it to a category's Form tab, arrange the fields, and save the category.
The field library shows where each field is used.
Edit or remove fields
Open the field in Form fields, make the changes, and click 'Update field'. Changes to a shared definition affect every form that uses that field.
To stop asking a question in one category, remove it from that category's form. To remove the field from the Workspace, use the field's delete action and confirm 'Delete field'. When the field is shared with Support, the button reads 'Delete field everywhere'.
A field can be available in Requests, Tickets, or both. Remove it from the categories or ticket types that use it before removing a product from Available in.
Important: Deleting a shared field from the library also removes it from the Support ticket types that use it. Remove the field from one category form when you only want to change that Request form.
Use submitted values
Open a Request to read or update its form values. Use supported form-field filters in Request views to find Requests with the answers you need.