Showing forms to end users

Which forms customers can pick, how they choose, and how to keep the list from becoming a menu nobody understands.

Which forms customers can pick, how they choose, and how to keep the list from becoming a menu nobody understands.

Make a form available

1. Open Admin Center, then Objects and rules, then Tickets, then Forms.
2. Edit the form and switch on visibility for end users.
3. Set the name customers see.
4. Order the forms. The order here is the order on your request page.
5. Save and check the result while signed out.

How customers choose

When more than one form is available, the request page shows a drop-down at the top. Choosing changes which fields appear below it. If only one form is visible, no chooser appears at all, which is the cleanest experience where you can manage it.

Name them as problems, not processes

Customers pick from this list before they have described anything, so the names have to make sense to someone who does not know how you are organised.

• Works: "Something is broken", "Question about an invoice", "Return an item".
• Does not: "Tier 2 escalation", "CS-Billing", "Standard intake".

Linking straight to a form

A link can open a specific form directly, which skips the chooser. That is useful from a product page or a confirmation email, where you already know what the customer is writing about.

Three is usually the limit

Beyond three or four public forms, customers stop reading and pick the first plausible one. At that point a shorter list with conditional fields gets you better data than a longer one.

See also

• Pre-filled forms through a link
• How many forms is too many
• Designing a form that helps agents and customers both