Forms

Configuring Forms

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

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

  • You can also directly edit and use the Default Salesforce 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 Subject are added to the Form by default.

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

   • These fields are pre-filled by ClearFeed when a ticket is created. If ClearFeed cannot fetch the email address, it will prompt the user to fill out the form in the Request Channel.

   Pro-Tip:

   • Enable "Ask for Requester Email" option in Collection's Ticketing settings to prompt responders to provide the requester email for tickets they initiate.

   • Messages requesting email information can sometimes get lost in busy channels, which may prevent tickets from being created. To reduce friction in the ticket creation flow, configure a default requester email address when setting up Forms. When a default email is configured, users won't be prompted for an email address, and the system will automatically apply this default email to new tickets.

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.

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

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.

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.

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 Subject 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 Salesforce 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 Salesforce Forms are available for ticket creation in Collections with Salesforce ticketing enabled.

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

Salesforce 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.

Screens

When requests are turned into Salesforce Cases, details are sent back to the requester in a designated ticket message block on the request channel.

• The screens section lets you customize the message shown to the requester. You can show or hide Case fields and manage the Case resolution button.

You can completely disable the ticket message by toggling off Screens. This would mean that whenever a Salesforce Case is created, users will not see any confirmation message and ticket details.

To configure the ticket message for Salesforce ticketing, follow the steps given below:

1. Head over to the Forms section on the ClearFeed web application

2. Under the ticketing drop-down, select Salesforce Ticketing.

3. Select Screens from the tabs mentioned under Salesforce Ticketing.

Fields

• Title- The title of the SalesForce Case can be shown to the requester using this field.

• Status - By default, the Status of the Salesforce Case is always shown to the requester. This cannot be configured to be hidden.

  • Note: Custom Salesforce statuses are also supported.

• Ticket URL - Allows you to show or hide the Salesforce Case URL to the requestor.

By default, ClearFeed displays the internal Salesforce Case URL, which may not be accessible to your customers. If you'd like to show the customer-facing portal URL for the Salesforce Case in the request channel instead, please reach out to our team with the format of the portal URL and we'll configure it for you.

Actions

1. Mark As Solved button: You can choose to expose the Mark as Solved button which allows responders/requesters to solve a ticket right from the request channel. Check the option to display the Mark as Solved button on the ticket message block.

   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. Unlink Ticket button: This button allows users to unlink a ticket from its associated request in the Request Channel. By default, it is visible only to responders in the channel. Check the option to display the Unlink Ticket button on the ticket message block.

   Permissions: All or Responder.

   • All - Allows access to the Unlink Ticket button to both the requester and responder

   • Responder - Only agents/responders will be able to use the Unlink Ticket action to unlink tickets.