Forms

Configuring Forms

Each Intercom Form has two parts - when creating a ticket and when editing a ticket.

• Navigate to Forms on the ClearFeed web console -> click on Import from Intercom.

  • You should also see that your existing ticket types are imported by default.

Only Customer Ticket types are supported for importing into ClearFeed

Create Form

1. Customer Email, Title, and Description are added to the Form by default. These are non-removable and pre-filled by ClearFeed. However, they can be hidden to prevent modification.

2. From the Intercom Fields table - add the fields you want to be a part of the form.

3. Configure properties such as adding hint text, placeholder text, making fields optional, setting a default value, or hiding a field.

   • Learn more about field properties here.

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

Configuring the Create Action form for Intercom

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. Ticket State and Assignee are added to the Edit form by default.

   • Only Responders can modify these fields. To allow requestors to edit them, set the Editable by column to All.

4. Add additional fields to the Edit form from the Intercom fields section.

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

   • Learn more about field properties here.

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 Intercom

Create Tickets using Forms

Emoji Ticketing

1. Send a message on a channel

2. Add the emoji reaction to convert the thread into a ticket

3. Select the relevant form from the form picker

   • Note: If only a single form is configured - click on the File Ticket button to proceed

4. Check the thread for ticket details

Emoji ticketing using Forms

Automatic Ticketing

1. Send a message on the Slack channel

2. ClearFeed will show a form picker in the thread

   • Note: If only a single form is configured - click on the File Ticket button to proceed

3. Fill up the Form to convert the thread into a ticket

4. Check the thread for ticket details

Automatic ticketing using Forms

Ticket Creation Without a Form

• If all fields in a form are hidden, users can create tickets without completing the form.

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

  • Note: Fields will have pre-filled or default values in both scenarios.

Field Properties

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

  • Note: Customer Email, Title, and Description 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: 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 is 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 Intercom 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, you must assign it a default value.

• Permissions: Specify who must fill out a field when creating or editing a ticket using the Editable by column. Choose between All users or only Responders.

  • Note: Users with the required field permission must fill it out when creating a ticket on Slack.

• Required Field: Specify if the field is optional or mandatory when creating or editing a ticket in the Required field column.

Modifying Intercom Field Properties

Mapping Forms to Collection

All active Intercom Ticket Types (forms) are available for ticket creation by default in Collections with Intercom Ticketing enabled.

• You can limit the available Forms for ticket creation by mapping specific Forms to a Collection.

Intercom 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 Intercom ticket types (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.

Mapping Intercom ticket types to Collection