Forms

Configuring Forms

Each HubSpot Form has two parts - When creating a ticket and When editing a ticket.

• Navigate to Objects on the ClearFeed web console, toggle HubSpot Ticketing under Objects, and click on Add Form.

  • You can also directly edit and use the Default HubSpot Ticket Form.

• Provide a suitable name for the form (the Form name will be visible to the requestors when creating the ticket).

Create Form

1. Contact Email, Ticket description, and Ticket Name 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).

   • These fields are non-removable and need to be a part of the Form while creating the ticket.

2. By default, these fields are hidden since their values are pre-filled.

   • You can unhide these fields by clicking on the eye icon to let users edit this field while creating the ticket. Read more about this in the field properties here.

3. Save your configuration and move on to configure the Edit Action form (optional).

Configuring the Create Action form for HubSpot

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.

1. Once you Save the Create Action form -> you can Review the Edit Action form.

2. Use the toggle to enable/disable the edit form.

3. The ticket description field is present in the Edit form by default.

   • You can add the Ticket name field to the form to let users edit the name.

4. Configure properties such as making fields optional, setting a default value, or hiding a field.

   • Learn more about field properties here.

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.

Configuring the edit action form for HubSpot

Ticket Creation Without a Form

• If all fields in a form are hidden, both responders and requesters will be able to create a ticket without filling out a form.

• If all fields in a Form are set to be editable by only responders, requesters will be able to create a ticket without filling out a form.

  • Note: In both cases, the pre-filled or default value of fields will be populated.

Field Properties

• Removing Fields: Remove fields from a Form using the Delete icon.

  • Note: Contact Email, Ticket description, and Ticket Name are non-removable in the Create Action form. However, they can be hidden to prevent modification.

• Non-responder Field Label: Determines the field name displayed to the requestors when they use the form.

  • If fields are hidden - this property is not relevant.

• Placeholder Text: Text inside the field before users enter their information.

• Hint Text: The hint text shown below the field to guide users on what to enter. Think of this as the field description.

• Default Values: Adds default values to the fields. Default values automatically populate the corresponding HubSpot fields when a ticket is created.

  • Note: Default values cannot be entered for non-removable fields for the Create Action form.

• 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.

Mapping Forms to Collection

By default, all active HubSpot Forms are available for ticket creation in Collections with HubSpot ticketing enabled.

• However, you can map specific Forms to a Collection to restrict the available Forms for ticket creation.

HubSpot Ticketing needs to be enabled for a Collection.

• Only Forms with an active Create Action Form will be available for mapping.

• A form can be mapped to multiple collections.

How to map form 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.

Mapping Forms to a Collection

FAQs

1. Which HubSpot field types are supported by ClearFeed?

Answer: ClearFeed currently supports only specific Zendesk field types: Contact Email, Ticket Description, and Ticket Name. More types will be supported soon to enhance functionality.

The unsupported fields are flagged with a warning that indicates such fields cannot be added to the Form.

2. What is the Default HubSpot Ticket Form and can I modify it?

Answer: The Default HubSpotTicket Form is pre-built with your ClearFeed account. By default, it doesn't show any fields when creating a ticket. However, you can customize this form and add the specific fields you need to fit your purposes.

3. Can all Create action forms in ClearFeed be disabled?

Answer: The Create action form is enabled by default and cannot be disabled unless you create a new form with its Create action enabled. It is mandatory to have at least one form with an enabled Create action at all times to ensure seamless ticket creation.

4. 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 HubSpot ticket.

5. 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 HubSpot ticket.

6. 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 HubSpot ticket.