Forms

Configuring Forms

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

• Navigate to Objects on the ClearFeed web console, toggle Zendesk Ticketing under Objects, and click on Add 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, Subject, and Description are non-removable and pre-filled by ClearFeed. However, they can be hidden to prevent modification.

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

3. Configure properties such as 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).

Fields added in the Create form will be visible to responders on the triage channel when working on tickets.

Configuring Freshdesk Create form

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.

Only the fields that are a part of the Edit form can be modified from the triage channel after a ticket is created.

1. Add fields from the Freshdesk 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.

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 Freshdesk 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.

  • Responders would still be able to enter a requestor email ID.

• 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, Subject, and Description are non-removable in the Create Action form. However, they can be hidden to prevent modification.

• Default Values: Adds default values to the fields. Default values automatically populate the corresponding Zendesk 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.

Mapping Forms to Collection

By default, all active Freshdesk Forms are available for ticket creation in Collections with Freshdesk ticketing enabled. However, you can map specific Forms to a Collection to restrict the available Forms for ticket creation.

Freshdesk 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 with Collections

FAQs

1. What is the Default Freshdesk Ticket Form and can I modify it?

Answer: The Default Freshdesk Ticket Form is pre-built with your Freshdesk 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.

2. Can all Create action forms in Freshdesk 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.

3. 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 Freshdesk ticket.

4. 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 Freshdesk ticket.

5. 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 Freshdesk ticket.

6. 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.

7. 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.

8. 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 Freshdesk ticket fields without showing any form on Slack.

9. What happens when fields are removed from the parent Freshdesk form?

Answer: Removed fields are automatically deleted from both the Create and Edit forms in Freshdesk and are no longer selectable for future configurations. However, the original fields remain accessible when editing existing tickets.

10. What occurs when fields are added to the parent Freshdesk form?

Answer: Newly added fields become available for selection in the imported form on Freshdesk, allowing you to include them as needed. Additions to the Edit form won't reflect on previously created tickets.

11. Will newly added fields in the Freshdesk form be available for editing existing tickets?

Answer: No, users will see only the original set of fields when editing existing tickets.

12. How does Freshdesk ensure synchronization with the parent Freshdesk form?

Answer: Freshdesk automatically updates the imported forms to match changes in the parent Freshdesk form, adding or removing fields as necessary to maintain synchronization.

13. What happens if a mapped Form (or its Create action form) is disabled?

Answer: Disabling a mapped Form or its Create action form will break the Form's existing mapping with any Collection and prevent it from being used to create tickets on Slack.