BoldDesk Multiform lets a single Brand use multiple Ticket Forms so customers can submit different types of requests (for example: surveys, feedback, registrations) with form-specific fields.

Multiform behavior in the Customer Portal depends on two things:

• Multiform must be enabled in the Agent Portal.
• Each Ticket Form must be configured as Visible in Customer Portal.

Prerequisite

Multiform must be enabled before multiple ticket forms can be shown and selected in the Customer Portal. Learn more on How to Set Up Multiform Feature in BoldDesk Ticket Forms.

Enable a Ticket Form for use in the Customer Portal

Use this procedure to create (or configure) a Ticket Form so customers can select it in the portal.

To enable a ticket form for use in the Customer Portal, do the following:

1. Go to Admin > Ticket Forms.

2. Select Add Form.

3. In the form dialog, enable Visible in Customer Portal.

   

4. Create the form and associate the Ticket Form with the required Brand.

Result
After the Ticket Form is created and associated with the Brand, the Ticket Form becomes available in the Customer Portal:

• On the Create Ticket page
• On the Ticket Detail page (for existing tickets)

Use Multiform on the Customer Portal

On the Create Ticket page, customers can choose a Ticket Form from a dropdown list when multiple Ticket Forms are available for the Brand.

To use multiform on the Customer portal, do the following:

1. Open the Customer Portal and go to Create Ticket.

2. In the Ticket Form dropdown, select the required Ticket Form.

3. Fill in the form fields and submit the ticket.

   

Change the Ticket Form on an existing ticket

Customers can change the Ticket Form on an existing ticket from the ticket view.

To change the ticket form on an existing ticket, do the following:

1. Open the ticket in the Customer Portal.

2. On the right side of the ticket page, select a Ticket Form from the multiform dropdown.

   

Display rules for the Ticket Form dropdown

The Ticket Form selection dropdown is displayed only when multiple Ticket Forms are configured to be available in the Customer Portal.

• If multiple Ticket Forms have Visible in Customer Portal enabled, the dropdown appears.
• If only one Ticket Form is visible in the Customer Portal, the dropdown does not appear.

Frequently Asked Questions

1. What is BoldDesk Multiform in the Customer Portal?
   BoldDesk Multiform allows a single Brand to use multiple Ticket Forms so customers can submit different types of requests—such as surveys, feedback, or registrations—using form-specific fields.

2. Why is the Ticket Form dropdown not showing on the BoldDesk Customer Portal Create Ticket page?
   The Ticket Form dropdown appears only when multiple Ticket Forms are available in the Customer Portal for the selected Brand.
   The dropdown will appear only if:

   • Multiform is enabled in the Agent Portal
   • more than one Ticket Form has Visible in Customer Portal enabled
     If only one Ticket Form is available in the Customer Portal, the dropdown does not appear.

3. How do I make a Ticket Form available for customers in the BoldDesk Customer Portal?
   To make a Ticket Form available in the Customer Portal:

   1. Go to Admin → Ticket Forms
   2. Select Add Form
   3. Enable Visible in Customer Portal
   4. Associate the Ticket Form with the required Brand

After that, customers can use the form in the Customer Portal if Multiform is enabled.

4. Can customers change the Ticket Form on an existing ticket in the BoldDesk Customer Portal?
   Yes. Customers can change the Ticket Form on an existing ticket from the ticket view in the Customer Portal.
   To do this:

   1. Open the ticket in the Customer Portal
   2. On the right side of the ticket page, select a different Ticket Form from the multiform dropdown

5. What should I check if customers cannot select multiple Ticket Forms in the BoldDesk Customer Portal?
   If customers cannot choose between multiple Ticket Forms in the Customer Portal, check the following:

   • Multiform is enabled in the Agent Portal
   • each required Ticket Form is configured as Visible in Customer Portal
   • the Ticket Forms are associated with the correct Brand
   • more than one Ticket Form is available for that Brand
     If any of these conditions are not met, customers may not see the Ticket Form dropdown.

Related article

How to setup multiple ticket forms