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Multiple ticket forms allow you to show the relevant form to your customers depending on what they want to contact you about. Admins can effortlessly create ticket forms and provide a tailored customer experience. You can create forms for the different issues your customers have ( eg: Returns, refunds, etc.), or different product portals, or both.
With multiple forms, you can create different forms, with different fields, for different products or create forms for different workflows. For example, you can create different ticket forms for "Pre-travel" and "Post-travel," where you want to show different fields based on the customer issue type. You can use multiple forms to support different request types from customers.
Here are some things you can do with multiple ticket forms:
- Create tailored forms for different customers’ brand or product or issue.
- Automate workflows on tickets created from different forms.
- Draw actionable insights on different form usage, trends, etc.,
- Hand-hold customers at every step of their form-filling experience.
- Extend the capabilities of forms by integrating with out-of-the-box marketplace apps.
You can create up to 50 ticket forms in a Freshdesk account and link them to one or more portals.
Note: If you have signed up for Freshdesk before May 2022, multiple forms will be enabled for you by the end of June 2022.
Things to keep in mind before creating multiple ticket forms:
Ticket fields are the building blocks for forms. Before creating forms, ensure that you create all the required ticket fields for the forms on your Freshdesk account. If you need to add a field to a form, select the ‘Visible on the portal’s ticket page’ checkbox under ‘Behavior for customers’
For fields that are conditional to another field choice, have them added as a section field. Eg) If the number field “Refund amount” and the text field “ Refund reason” are relevant only when the Type of issue is “Refund”, you can have them added conditionally when the Type is Refund.
Creating dynamic dropdowns is essential to making sure your agents see only fields that are relevant to a ticket. Fields that are specific to only one form should be added as a section. Make sure you organize your fields into sections before creating forms.
As an example, say you have two forms- Refunds and Warranty.
Refund form requires the fields- Refund amount and Refund reason
Warranty form requires the fields- Warranty number and Warranty date.
Have the fields that are unique to each form added as a section under a relevant dynamic dropdown( see below) This way, when agents receive tickets via email, they’ll see only relevant fields depending on the type of issue.