How to Customize a Web Form in BoldDesk
BoldDesk Web Forms help you collect support requests, inquiries, and feedback directly from your website. You can customize the form’s appearance, behavior, fields, branding, and Knowledge Base suggestions to create a seamless customer support experience.
Use case: If you want to embed a branded contact form on your website, automatically tag incoming tickets, allow file attachments, display relevant Knowledge Base articles before submission, or customize form fields and confirmation messages, BoldDesk Web Forms provide the flexibility to tailor the experience to your business needs.
Checkout this video for more details.
The number of web forms available depends on your BoldDesk plan. This limit is applied at the account level and is shared across all brands within the account. Web form limits are not allocated per brand. Once the maximum number of web forms allowed by your plan is reached across all brands, you must delete an existing web form or upgrade to a plan with a higher limit before creating additional web forms.
Prerequisite
To create a new web form, an agent must have permission to Manage Settings enabled.
Steps to Customize a Web Form
To customize the Web Form, follow the given steps:
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Open Admin > Channels > Web Forms.
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Select an existing web form to edit, or create a new web form.
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Update the web form settings described in Web Form Settings Reference below.
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Use the preview panel on the right side of the page to confirm the web form appearance.
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Click Add (for a new web form) or Update (for an existing web form).
Web Form Settings Reference
The fields discussed below can be customized in step 3 above;
| Web Form Field | Description |
|---|---|
| Web Form Name | The unique name used to identify a web form within BoldDesk. |
| Brand | Select the brand to which the web form belongs and where submitted tickets will be created. |
| Auto Tag Ticket | Automatically applies the specified tags to tickets created through the web form. |
| Form Option | Choose the form type: Contact Form for general inquiries and feedback, or Contact Form with Ticket Fields to display the ticket fields configured in the selected brand’s ticket form. |
| Form Title | The heading displayed at the top of the web form. |
| Form Description | The text displayed below the form title to provide additional information or instructions. |
| Footer Message | A message displayed above the Submit button. |
| Confirmation Message | The message shown after the customer submits the form. To display the ticket ID, use the {{ticket.id}} placeholder. When adding a ticket link, ensure the full customer portal URL is used and properly formatted in the HTML anchor tag to ensure the link displays correctly. |
Submit Button
These settings affect the submit button and embedded form behavior.
| Setting | Description |
|---|---|
| Name | Label displayed on the submit button (for example, “Submit” or “Send Request”). |
| Background Color | Background color of the submit button. |
| Text Color | Text color of the submit button label. |
| Form Height | Web form height in pixels. Default: 400. |
| Include GDPR consent in forms | Adds a GDPR consent checkbox to the form. |
| Allow users to attach files | Enables file uploads (attachments) during form submission. |
| Enable Google reCAPTCHA | Adds Google reCAPTCHA verification to help prevent spam/automated submissions. |
Advanced Customization
Use this setting to add styling to your web form by using custom CSS or Custom JS. Any custom code you add to the web form is your responsibility. Please take care when making these modifications because they could impact your customer experience. When incorporating CSS or JS, please use proper syntax.
Enable Knowledge Base
Use Enable Knowledge Base to show Knowledge Base content directly in the web form experience. This setting can only be enabled after choosing the brand. If brand is not chosen, it’s toggle off by default. Once it is enabled you can customize the following;
| Setting | Description |
|---|---|
| Header Text | Customize the label or title displayed for the Knowledge Base section in the web form. |
| Categories | Select which Knowledge Base categories are displayed in the web form. Leave this field empty to show all categories, or choose specific categories to display only the selected categories. |
Frequently Asked Questions
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Where do I customize a BoldDesk Web Form?
Go to Admin > Channels >Web Forms, then select a web form to edit. -
How do I change the embedded web form height?
Set Form Height (in pixels) under the submit button settings. The default is 400. -
Can I change the submit button color and label?
Yes. Configure Name, Background Color, and Text Color in the Submit Button settings. -
How do I include the ticket ID in the confirmation message?
Add{{ticket.id}}to the Confirmation Message. -
How do I add GDPR consent to a web form?
Enable Include GDPR consent in forms to add a consent checkbox. -
Can users attach files when submitting a web form?
Yes. Enable Allow users to attach files. -
How do I reduce spam submissions from a web form?
Enable Enable Google reCAPTCHA. -
Can I show Knowledge Base articles inside the web form?
Yes. Turn on Enable Knowledge Base, optionally set Header text, and select Categories (or leave Categories empty to show all categories).
