> For the complete documentation index, see [llms.txt](https://support.suptask.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.suptask.com/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields.md).

# Forms

Learn how to categorize ticket requests and collect information from users using Forms

## Overview

There can be multiple Forms in each Inbox that help categorize the requests submitted by your users.

By categorizing requests with different Forms, you guide users to submit the correct information for each type of request, and you can filter and overview tickets based on the Form.

***

## Use cases

Below follows a set of examples on how you can categorize incoming requests in an Inbox using different Forms.

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2Fgit-blob-586abdde14a22c8b099046dddce9ac4695da74aa%2Fimage.png?alt=media" alt=""><figcaption></figcaption></figure>

<details>

<summary>For HR teams</summary>

* Learning & Development
* Onboarding
* Offboarding
* Salary questions

</details>

<details>

<summary>For IT teams</summary>

* Hardware issue
* Account issue
* Request for access
* Office equipment request
* Offboarding

</details>

{% hint style="info" %}
Inboxes can act as a top-category and Forms as a sub-category. [Learn more about multi-level categories](/setup-and-configure/inboxes/how-to-use-suptask-inboxes.md#multi-level-categories-with-inboxes-and-forms)
{% endhint %}

***

## Where a Form is offered

A Form is offered on one or more intake sources of the Inbox. The Suptask App is always included; Slack channels and email addresses are added as intake sources on the Inbox and selected on the Form.

{% content-ref url="/pages/c1sYkiawgpu38DROVWC5" %}
[Intake sources](/setup-and-configure/inboxes/intake-sources.md)
{% endcontent-ref %}

***

## Privacy

The **Privacy** setting of a Form controls where tickets are posted and who can see the Form:

* **Private** - tickets are sent to the requester in a DM and are only accessible to the requester and the Agents in the Inbox. The Form is available to all requesters, including those outside the channel. Common use case: internal help desk and sensitive requests.
* **Public** - tickets are posted in the channel they were submitted from. The Form is only visible to that channel's members. Common use case: collaboration channels and customer support in shared channels.

[Learn more about Users and Agents in the same channel](/setup-and-configure/inboxes/collaboration-with-users-and-agents.md)

***

## Create a new Form

{% embed url="<https://youtu.be/a6BkYKQkaN4>" %}

1. Navigate to [Inboxes](https://app.suptask.com/inboxes) and select your Inbox
2. Create a new Form by selecting **New form**
3. **General**: name the Form and set its privacy
4. **Intake sources**: select where the Form is offered
   * Not seeing the channel you need? Select **Connect a Slack channel** to add it as a new source and attach it to the Form in one go
5. **Fields**: add new Custom Fields, or select from existing fields in your account. [Learn more about Fields](/setup-and-configure/forms-and-fields/how-to-create-custom-fields.md)
6. **Ticket layout**: choose what fields are displayed on the ticket card in Slack
7. **Preview** how the Form will be displayed in Slack and apply the order of the fields
8. Save your Form and it will automatically be published and available in Slack

{% hint style="info" %}
If you don't see your Form in a channel, check the status of the intake source on the Inbox's Intake sources tab.
{% endhint %}

***

## Field settings

Each field on a Form has two settings, configured per field on the **Fields** step when editing a Form.

**Requirement** - when, or whether, the field must be filled in:

* **Optional** - not required
* **Required** - must be filled in at submission
* **Required on close** - only required for Agents before the ticket can be closed, useful for data captured at resolution such as time spent or root cause

**Visibility** - who can see the field:

* **All** - visible to both requesters and Agents
* **Agents only** - hidden from requesters, for internal fields such as team notes or internal categorization

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2Fgit-blob-972adef4601ec11f13d22a10709cbf5f54eff344%2Fimage.png?alt=media" alt="" width="375"><figcaption><p>Select the Requirement-option for an individual field in your Form</p></figcaption></figure>

{% hint style="info" %}
Fields on a Form offered on an Automatic intake source or an Email source are not shown to the requester at submission. Agents fill them in after the ticket has been created.
{% endhint %}

***

## Ticket layout

Customize each Form with what additional fields are displayed on the ticket card in Slack. You can add up to 4 fields that make it easy to track and overview tickets in the Responder channel and in the Suptask App.

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2Fgit-blob-b97f52a171929b222867614aefa8d06e4084eb83%2Fimage.png?alt=media" alt="" width="375"><figcaption></figcaption></figure>

***

## Default values

Default values pre-select options or fill in standard responses on a Form. They are set on the field level and can be overridden per Form.

To make submitted field values searchable in Slack, activate the Account setting [Publish submitted Form fields in ticket thread](/account-management/account-settings.md#publish-submitted-form-fields-in-ticket-thread).

***

## Learn more

{% content-ref url="/pages/Jo119U4QcaF0jY6PmhTX" %}
[Fields](/setup-and-configure/forms-and-fields/how-to-create-custom-fields.md)
{% endcontent-ref %}

{% content-ref url="/pages/c1sYkiawgpu38DROVWC5" %}
[Intake sources](/setup-and-configure/inboxes/intake-sources.md)
{% endcontent-ref %}