Why It Matters
Tailored request forms ensure your agents get specific, structured data upfront. By using custom fields, you eliminate the “vague email” problem and ensure every ticket has the context needed for a fast resolution.
How to Set It Up
- Create a New Form: Navigate to Administration → Forms from the side panel and click the New Form button.
- Design the Layout: In the Form tab, name your template and design your layout by adding the necessary fields to capture user input.
- Configure Visibility: Use the Service Catalog tab to define how the form appears to users, and the Access Control tab to set specific visibility permissions (e.g., hiding a server request form from non-IT staff).
- Map the Data: Navigate to the Destinations tab to map your form answers directly to ticket attributes, such as automatically setting the ticket’s Category or Priority based on the user’s submission.
- Save: Once configured, click the Add button to save your form.
Next Steps
Submit a test request via your new form and verify that the data correctly populates the ticket fields in the Assistance view.
