Custom Forms

What are Сustom Forms?

Custom forms are a powerful feature in Grogu Desk, allowing users to collect specific information related to the nature of the inquiry. This is an additional set of customizable fields that users can include when submitting a ticket for a specific topic. Custom fields streamline the ticket creation process by ensuring that support agents receive all necessary information upfront. This reduces back-and-forth communication and accelerates issue resolution.

What kind of information can you store in Custom fields?

Understanding the nature of the information you want to collect will guide your choice of field types. Common types include:

• Text;

• Dropdown List (multiple options, single choice);

• Link;

• Email;

How to create a new Custom Form in Grogu Desk?

1. Log in to GroguDesk.

2. Click on Custom Forms section.

3. Click on + Create Custom Form button.

4. Type Custom Form name (The name must be unique).

5. Select the Field Type you want on the left side and move it to a specific location on the ticket creation template in the middle (in the order you want it to appear for the client).

6. Configure the field in the right block, specify its Title and Placeholder. (You can also indicate that this field is required).

7. Click on Save button.

How to use a Custom Form with specific Topic?

To utilize a Custom Form when creating a ticket for a specific topic, it is essential to associate the custom form with that particular topic. This can be accomplished on the ticket Topic Editing Page.

1. Log in to GroguDesk.

2. Click on Topics section.

3. Open Topic Editing page.

4. Select specific Custom Form from Custom Form drop-down list.

5. Click on Save button.

Where are Custom fields located inside the Ticket View Page?

When creating a ticket and selecting a topic associated with a custom form, additional fields specific to that custom form become available for the user to fill out, along with the standard fields like “Subject” and “Message”. This ensures that users provide information tailored to the selected topic.

All responses to custom fields conveniently displayed in a dedicated section labeled "Custom Fields" on the Ticket View Page.

Examples of Custom fields:

Don’t know what kind of ticket fields might be useful? Explore our examples to spark inspiration.

• Order number

• Language

• Account number

• Faulty promotion code

• Website

• Product ID

• Credit card number

Best Practices for using Custom Fields

• Clearly Define Purpose: Clearly define the purpose of each custom field. Ensure that it serves a specific and meaningful function related to the information you want to capture.

• Keep It Simple: Limit the number of custom fields to avoid overwhelming users. Focus on gathering essential information.

• Regular Review and Updates Periodically review and update custom fields to align with evolving support needs.

• Prioritize Fields: Prioritize custom fields based on their importance and frequency of use. Place the most critical fields prominently to streamline data entry and access.