How to Set Up Multiple Ticket Forms

The Multiform feature in BoldDesk allows users to link multiple forms to a specific brand to gather data for various queries.

This feature improves the flexibility and efficiency of helpdesk operations by enabling the creation of customized forms for different requests or issues.
It ensures the collection of specific information for each scenario.

Each form can be tailored with fields such as text boxes, dropdowns, and checkboxes to capture essential details. This customization aids in better categorization and prioritization of tickets, leading to faster resolutions and improved customer satisfaction.

By using Multiform, you can streamline the ticket submission process, enhance data accuracy, and offer a more personalized user experience.

Managing the multiform feature

To manage the multiform feature in BoldDesk, follow these steps:

1. Select the General settings page in the Admin Module.
2. Enable or disable the multiform feature as needed.
3. Click the Update button to save the setting changes.
   
   

Adding a new ticket form

To add a new ticket form:

1. Open the Ticket Forms section in the Admin Module and click the Add Form button.
   
   
2. Fill out the necessary details in the form that appears in the sidebar.
3. Select the available brands from the dropdown, if necessary, to map the form to different brands during the form creation.

4. Click the Create button to create the ticket form with the default fields.
   
   

Editing a ticket form

To edit a ticket form:

1. Click the More option in the forms list.
2. Select the Edit option from the menu.
   
   
3. Modify the details in the form that appears on the sidebar.
   
   
4. Click the Update button to save your changes.

Deactivating a ticket form

To edit a ticket form:

1. Click the More option in the forms list.
2. Select the Deactivate option from the menu.
   
   
3. Click the Deactivate button in the confirmation dialogue to deactivate the form.
   
   

Deleting a ticket form

To delete a ticket form:

1. Click the More option in the forms list.
2. Select the Delete option from the menu. Note that this option will only be available for forms not associated with any brands.
   
   
3. Click the Delete button in the confirmation dialogue to delete the form.
   
   

Setting a ticket form as default for the brand

To set a ticket form as the default form:

1. Click the More option in the forms list and select the Set as Default option from the menu.
   
   
2. Click the Set as Default button in the confirmation dialogue to set the form as the default form.
   
   

Reactivating a ticket form

To reactivate a deactivated ticket form:

1. Open the Inactive tab and click the More option in the deactivated forms list.
2. Select the Activate option from the menu.
   
   
3. Click the Activate button in the confirmation dialogue to activate the form.
   
   

Customizing fields in ticket forms

To customize the fields in a ticket form:

1. Open the form you need to customize.
2. To add a field to the form, click the Add Field button and select New to create a new field or Existing to add an existing ticket field from the dropdown.
   
   
   
   To learn more about managing fields in ticket forms, refer to this article.

Customizing multiple forms for a brand

To customize multiple forms for a brand:

1. In the Ticket Forms section, select a brand from the Brands dropdown. Once selected, the forms mapped to the brand will be displayed.
2. Click the Add Form button to add a new or existing form to the brand from the available options in the dropdown.
   
   
3. To remove a form from the brand, click the Remove option.
   
   
4. In the confirmation dialogue, select a form to migrate tickets created with this form in the current brand to another form, then click the Yes, Remove button.
   
   

5. To reorder the forms associated with the brand, drag and drop the fields to the desired position using the icon shown in the image below.
   
   

Configuring ticket forms for web forms and web widgets

To configure ticket forms for web forms and web widgets:

1. Go to the web form or web widget you want to configure in the admin module.
2. Select the Contact Form with Ticket Fields option in the Form Options section.
3. Choose a form mapped to the brand from the available options.
   
   
4. Click the Update button to save the changes.
   Use these web forms and web widgets to receive relevant support requests for various support needs.