How to Set Up Multiform Feature in BoldDesk Ticket Forms Easily

With this functionality, you can design unique forms with specific fields, layouts, and rules—ensuring that each ticket captures the right information for faster resolution and improved customer experience. The Multiform feature in BoldDesk allows you to link multiple ticket forms to a specific brand. This enables collecting targeted data for different types of queries or support requests.

Key Benefits

• Improves helpdesk flexibility and efficiency.
• Enables customised forms for various issues.
• Ensures accurate data collection for each scenario.
• Enhances ticket categorisation and prioritisation.
• Leads to faster resolutions and better customer satisfaction.

Each form can include ticket fields such as:

• Text box (single/multi-line)
• Dropdown menus (single/multi-select)
• Yes/No
• Checkbox
• Date
• Decimal
• DateTime
• Regex
• Numeric
• URL
• Lookup

Check out this video tutorial for more details.

Managing the Multiform Feature

Steps to enable or disable Multiform:

1. Navigate to Admin → General Settings.
2. Toggle the Multiform feature ON or OFF.
3. Click Update to save changes.
   
   
   
   
   

Managing Multiple Forms for a Brand

To manage forms for a brand, navigate Ticket Forms and select a brand from the Brands dropdown.

Adding a New Ticket Form

1. Go to Admin → Ticket Forms.
2. Click Add Form.
   
   
   
   
   
3. Enter required details in the sidebar form.
4. (Optional) Select a brand from the dropdown to map the form.
5. Click Create to save.
   • Check Create another to add multiple forms without returning to the main page.
     
     
     
     
     

Adding New or Existing Ticket Forms

1. Navigate Ticket Forms and select a brand from the brands dropdown.
2. Click Add Form to link a new or existing form.
   
   
   
   
   

Reordering Ticket Forms

1. To reorder ticket forms, drag and drop as illustrated below;
   
   
   
   
   

Editing a Ticket Form

1. In the forms list, click More → Edit.
   
   
   
   
   
2. Modify details in the sidebar.
   
   
   
   
   
3. Click Update to save changes.

Deactivating a Ticket Form

1. Navigate Admin → Ticket Forms.
2. On the form you want to deactivate, click More → Deactivate.
   
   
   
   
   
3. Confirm by clicking Deactivate.
   
   
   
   
   

Removing a Ticket Form

1. To remove a form:
   • Click Remove.
     
     
     
     
     
   • Confirm and migrate tickets to another form if needed.
     
     
     
     
     

Ticket forms that are mapped to any web widget or web form cannot be removed from the brand. You have to remove it from the web form or web widget before removing it from the brand.

Deleting a Ticket Form

1. Navigate Admin → Ticket Forms.
2. On the form you want to delete, click More → Delete (only available for forms not linked to any brand).
   
   
   
   
   
3. Confirm by clicking Delete.
   
   
   
   
   

How to Delete a Ticket Form Mapped to a Brand

As a workaround, follow the steps below to delete a ticket form mapped to a brand;

1. Start by removing the form from the brand as explained above.
2. Navigate to the ticket forms listing page and select “Show forms not associated with a brand”.
3. Click the More option on the ticket form you want to delete and click on Delete.
4. Confirm the deletion by clicking Delete in the pop-up window.

Setting a Ticket Form as Default

1. Click More → Set as Default.
   
   
   
   
   
2. Confirm by clicking Set as Default.
   
   
   
   
   

Reactivating a Ticket Form

1. On the ticket form listing page, open the Inactive tab.
2. Click More → Activate.
   
   
   
   
   
3. Confirm by clicking Activate.
   
   
   
   
   

Customizing Fields in Ticket Forms

1. Open the desired form.
2. Click Add Field:

   • New: Create a new field.

   • Existing: Add an existing ticket field from the dropdown. Learn How to Manage Fields and Forms.

   
   
   

Configuring Forms for Web Widgets and Web Forms

1. Open the desired web form or widget in Admin.
2. Under Form Options, select Contact Form with Ticket Fields.
3. Choose a mapped form.
   
   
   
   
   
4. Click Update to save.

Frequently Asked Questions (FAQs)

Q1: Can I delete a form linked to a brand?
No. You must first remove the brand or unlink the form.

Q2: What happens if only one form is active?
All tickets created will use its default settings.

Q3: Can I reorder forms for a brand?
Yes. Use drag-and-drop in the Ticket Forms section.