# Forms ClearFeed improves ticket management with Forms that simplify creating and editing tickets directly from your request and triage channels. ClearFeed Ticket Forms include fields like Title, Priority, and Assignee. **To add custom fields, you must create them first.** Learn how to create them below: {% content-ref url="custom-fields" %} [custom-fields](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/custom-fields) {% endcontent-ref %} ## Configuring Forms Each ClearFeed Form has two parts: ***creating*** and ***editing a ticket**.* * Navigate to [Forms](https://web.clearfeed.app/objects/clearfeed) on the ClearFeed WebApp and click on `Add Form` * Enter a suitable **form name** — this will be visible to requesters when creating a ticket. * Add a **form description** to provide context, instructions, or any custom message for the requester. This description is not tied to any specific field and is displayed just **below the form title** as a static informational block in Ticket Creation form. **Example:** For a form titled *“*Remote Work Request*s”*, you can add a note like *“*This form is intended for employees requesting approval to work remotely for more than two days in a given week.*”* just beneath the form title.

### *Create* Form 1. *Title* and *Priority* fields are added to the Form by default. * These properties are *Pre-filled* by ClearFeed (that means, a value is assigned to these fields when a ticket is created - but you can still modify their values). 2. From the ClearFeed Fields table - add the fields you want to be a part of the form. 3. Configure properties such as setting up a field alias, adding placeholder text and hint, making fields optional, setting a default value, or hiding a field. * Learn more about field properties [**here**](#field-properties). 4. Save your configuration and move on to [configure the Edit Action form](#configure-the-edit-action-form) (optional). {% hint style="info" %} Fields added in the *Create* form will be visible to responders on the triage channel and web dashboard when working on tickets. {% endhint %}

### *Edit* Form If the Edit Form is enabled - users will see an Edit Ticket button when they create a ticket. You can provide requestors and responders the exclusive ability to modify fields after ticket creation. {% hint style="warning" %} Only the fields that are a part of the *Edit form* can be modified from the triage channel after a ticket is created. {% endhint %} 1. Add fields from the `ClearFeed Fields` table available on the right-hand side. 2. Configure properties such as making fields optional, setting a default value, or hiding a field. * Learn more about field properties [**here**](#field-properties). {% hint style="success" %} **Pro tip:** Use the **Add all Create Form fields** button to quickly add fields that are a part of the *Create* form to the *Edit* form. {% endhint %}

{% hint style="warning" %} If all form fields are hidden or only editable by responders, requesters can create tickets without filling out a form. Pre-filled or default values will still be populated. {% endhint %} ## Screens This section lets you customize the ticket message shown to the requester. You can show or hide ticket fields and manage the ticket resolution button. **How to access Screen settings?** * Head over to [Forms](https://web.clearfeed.app/objects/clearfeed) and switch to the Screens tab ### Ticket Message Visibility You can enable or disable the ticket message block. If disabled, the ticket details are not shown on the request channel.

### Fields Choose which fields among the following are shown on the ticket message. * **Assignee** * **Priority** * **Status** * **Form Name -** Name of the Form used to create the ticket. * Note: Form name appears only if there is more than one form in the account. * **Fields populated by Create Form -** Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Create Form', will be displayed in the message. * **Fields populated by Edit Form -** Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Edit Form', will be displayed in the message.

### Actions 1. ***Mark As Solved*** button: This button allows responders/requesters to solve a ticket right from the request channel. * **Permissions:** `All` or `Responder`. * `All` - Allows access to the `Mark as Solved` button to both the requester and responder * `Responder` - Only agents/responders will be able to use the `Mark as Solved` action to resolve tickets. 2. ***Edit Ticket*** button: Present on the ticket message by default whenever the Edit action Form is enabled. * Disabling a Parent Form (or its underlying *Edit* action form) will disable the editing feature for existing tickets created using it and the `Edit Ticket` button will be hidden from all new tickets created using the Form.

### Settings Configure if status change notifications are shared on the request channel or not.

## Mapping ClearFeed Forms to Collection By default, all active ClearFeed Forms are available for ticket creation in Collections with ClearFeed ticketing enabled. However, you can map specific Forms to a Collection to restrict the available Forms for ticket creation. {% hint style="success" %} ClearFeed Ticketing needs to be enabled for a Collection. * Only Forms with an active [*Create Action*](#configuring-forms) Form will be available for mapping. * Any Form can be mapped to multiple collections. {% endhint %} #### How to map Forms to a Collection? 1. Navigate to `Collections -> Settings`. 2. Go to `Ticketing Settings`. 3. In the Forms Availability section, select the `Specific Forms` option. 4. From the available Forms, select the ones you'd like to associate with this Collection. {% hint style="warning" %} If a mapped Form (or its *Create Action* form) is **disabled**, it will break the Form's existing mapping with any Collection, and prevent it from being used to create tickets on Slack. {% endhint %}

## Field Properties * **Removing Fields:** Remove fields from a Form using the Delete icon. * **Note:** *Title* and *Priority* are non-removable in the *Create Action* form. However, they can be hidden to prevent modification. * **Reordering Fields:** To customize the order of the fields, click and hold a field in the left column, then drag and drop it to your desired position in the sequence. * **Note:** Non-removable fields will always be on top, while hidden fields will automatically move to the bottom once the changes are saved. * **Non-responder Field Label:** This determines the field name that would be displayed to the requestors when they use the form. * **Placeholder Text:** The text that is shown inside the field before users enter their information. * **Hint Text:** The hint text that is shown below the field to guide users on what to enter. Think of this as the field description. * **Default Values:** You can add default values to the fields. Default values automatically populate the corresponding customer fields when a ticket is created. * **Note**: Default values cannot be entered for non-removable fields. * **Hidden Fields:** To ensure specific fields are not modified during ticket creation, you can hide them from the Create Action Form. * **Note**: When hiding a field, it is mandatory to assign a default value to it. * **Permissions:** Specify who is required to fill a given field when creating or editing a ticket using the `Editable by` column. Choose between *All users* or *Only responders*. * **Note**: Only users with the specified permission for a field will see it in the form when creating a ticket on Slack. However, they must mandatorily fill it to proceed. * **Required Field**: Specify if the field is optional or mandatory when creating or editing a ticket in the **Required** **field** column. * **Note:** By default, the Required field value is set to 'Required' whenever a new field is created. ## Conditional Fields Conditional fields allow you to create dynamic forms where fields appear or hide based on the values selected in dropdown (single-select) fields. This keeps forms clean and focused by showing only relevant fields to users based on their selections. ### How Conditional Fields Work * Admins designate one single-select field as the **"trigger"** field * For each option value in the trigger field, admins can configure which other fields appear * Users only see fields relevant to their selection * When users switch selections, previously entered values for hidden fields are cleared * Required fields that are hidden are **skipped during form validation** ### Setting Up Conditional Fields 1. In the Form configuration, select a single-select field to be your **trigger field** 2. For each option value in the trigger field, specify which fields should appear 3. Save your form configuration ### Use Cases for Conditional Fields * **Request type-based routing:** Show different fields for "Bug Report" vs. "Feature Request" * **Department-specific questions:** Display relevant fields based on department selection * **Priority-based information:** Require additional details for high-priority requests * **Location-specific forms:** Show region-appropriate fields based on user's location {% hint style="info" %} **Tip:** Keep your forms simple by using conditional fields to avoid overwhelming users with irrelevant questions. Start with the most common use case as your default selection. {% endhint %} ## FAQs 1. **What is the Default ClearFeed Ticket Form and can I modify it?**\ **Answer:** The Default ClearFeed Ticket Form is a pre-built form that comes with your ClearFeed account. It's designed to be a foundation for managing tickets within the system. By default, it doesn't show any fields when creating a ticket. However, you have the freedom to customize this form and add the specific fields you need to fit your purposes. 2. **What happens if all fields in a form are hidden?**\ **Answer:** If all fields in a form are hidden, both responders and requesters can create a ticket without filling out a form. The pre-filled or default values of the fields will automatically be populated in the ClearFeed ticket. 3. **Can requesters create a ticket without filling out a form if all fields are editable only by responders?**\ **Answer:** Yes, if all fields in a form are set to be editable by only responders, requesters can still create a ticket without filling out a form. The pre-filled or default values of the fields will be populated in the ClearFeed ticket. 4. **Will the pre-filled or default values be used if the form fields are hidden or set to be editable only by responders?**\ **Answer:** Yes, in both cases—whether the form fields are hidden or set to be editable only by responders—the pre-filled or default values of the fields will be used in the ClearFeed ticket. 5. **Is it necessary for responders to fill out the form if the fields are hidden or set to be editable only by them?**\ **Answer:** No, responders don't need to fill out the form in these scenarios. The ticket creation process will rely on the pre-filled or default values of the fields. 6. **What happens if the Parent Form or its Edit action is inactive?**\ **Answer:** If the Parent Form used for creating a ticket, or its underlying Edit action, is inactive, you will be unable to edit existing tickets that were filed through that Form. 7. **What happens if all fields in an Edit Form are hidden when responders and requesters click the Edit ticket button?**\ **Answer:** If all fields in an Edit Form are hidden, clicking the Edit ticket button will update the respective default values of the ClearFeed ticket fields without showing any form on Slack. 8. **Does ClearFeed automatically capture the placeholder text, hint text, and field alias for fields that are a part of the Create action form to the Edit form?**\ **Answer:** Yes - once you set up your Create action form - move to the Edit form and click on the button that says `+ Add all Create form fields`. That should copy all fields and the relevant properties. If you have existing fields set up in the Edit form - removing them and re-adding would also copy all properties from the Create form. 9. **How can I view and edit fields that are part of the Create form?**\ **Answer:** You can do that from the following places: * Triage Channel: The triage channel view of the ticket displays all fields that are part of the Create form. * Web Console: You can view and edit all fields belonging to the Create form from the web dashboard view of the ticket.

Visibility of fields that are a part of create action form

10. **How can I view and edit fields that are part of the Edit form?**\ **Answer:** You can do that from the following places: * Triage Channel: The triage channel view of the ticket displays an "Edit Ticket" button when the Edit form is enabled. After clicking the "Edit Ticket" button, you can edit all the fields that belong to the Edit form. * Web Console: You can view and edit all fields belonging to the Edit form from the web dashboard view of the ticket.

Visibility of fields that are a part of edit action form

11. **How can I link a form to a specific channel on Slack?**\ **Answer:** To link a form to a specific channel on Slack, follow these steps: * [Create Forms](#configuring_forms): Ensure that you have created the necessary forms ClearFeed. * [Associate Forms](#associate_forms) with Collections: Forms need to be associated with Collections, which contain the channels. If the channel is not monitored by Clearfeed, you will need to add it to a Collection first before linking the form. 12. **Can I make intake form questions more visually distinct for better readibility?**\ **Answer:** Yes, intake form questions can be displayed with **bolded question text** and the answer shown on a separate line, improving clarity and better readibility. Reach out to our support team to get this enabled for your account. 13. **Can I customize or rename the built-in Priority field values?**\ **Answer:** No, the built-in Priority field and its values (Low, Medium, High, Urgent) are not customizable or renameable at this time. However, you can create a custom single-select field with your own priority names and add it to your forms. If you prefer, you can hide the default Priority field in the form so only your custom field is visible to users. Learn how to [create custom fields](https://github.com/clearfeed/new-docs/blob/main/clearfeed-helpdesk/custom-fields/README.md) and [how to hide fields in forms](#fields) 14. **Can I embed a ClearFeed Form directly on my website (e.g., Webflow, HubSpot, or other platforms)?**\ **Answer:** No, ClearFeed Forms cannot currently be embedded directly on external websites. Forms are available within the ClearFeed platform (e.g., Slack, Teams, or the Customer Portal) for creating tickets. To create tickets from an external website, you can use the ClearFeed API to programmatically create tickets from your form submissions. See the [API documentation](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/api) for details.