Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
A form decides which fields appear on a ticket. One form suits most organisations; several suit those with genuinely different work.
What a form controls
- Which fields appear, and in what order.
- Which of them customers see on the request form.
- Which are required, for agents or for customers.
- Any conditions that reveal fields based on other answers.
Every ticket carries exactly one form. Changing it changes which fields are visible, and that is why a field can vanish when someone switches the form on a ticket.
Everyone has at least one
Accounts start with a default form, which is why a single-form account never has to think about this. Multiple forms is a plan feature; the default one is not.
When a second form is justified
The test is whether the questions differ, not whether the teams do.
- A returns request needs an order number and a reason. A technical fault needs a device and a version. Different questions, so a second form earns its place.
- Two teams handling the same kind of request with the same information do not need two forms. They need two groups.
Forms and conditions do similar jobs
Conditional fields keep one form short by revealing fields as needed. Multiple forms split the work at the start. Conditions are usually the lighter answer, and worth trying before adding a form.
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