Forms

Learn how to make use of Forms inside your Inbox

Overview

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

By categorizing your requests with different Forms, you can easily guide your users to submitting the correct information for their requests, as well as filtering and overviewing tickets based on the Form.

Use cases

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

For HR teams

Examples on how you can categorize your incoming requests:

• Learning & Development

• Onboarding

• Offboarding

• Salary questions

For IT teams

Examples on how you can categorize your incoming requests:

• Hardware issue

• Account issue

• Request for access

• Office equipment request

• Offboarding

By using multiple Inboxes for the same team and Responder channel, you can implement a top-category selection using Inboxes, and a sub-category using Forms.

Learn more

Type of Form

Each Form can be configured to be of a certain type that will allow different routing of tickets into your Inbox:

• Private Ticket Submission Users in your Slack Workspace can submit tickets privately with this Form. The submitted ticket is only accessible to the user and the Agents in your Inbox. Common use case: Internal ticketing help desk

• Collaborative Ticket Submission Members of the selected Slack channel(s) can submit tickets with this Form. The submitted ticket will be accessible for the users in the channel. Common use case: Internal and external ticketing

• Auto Creation of Tickets in Slack Channels Automatically create tickets for every new message in a specified channel. Limited to one Form per channel, including having all Fields on the Form set as optional by default. Common use case: Internal and external ticketing

• Email Ticketing into Slack Users create and reply on tickets by sending an email to an address of your choice. Agents can manage the tickets in Slack, where replies in Slack are automatically sent via email back to the users. Common use case: Internal and external ticketing

By having the flexibility of configuring the creation method per Form, you can ingest and route tickets from several different sources to your Inbox.

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Create a new Form

1. Navigate to Inboxes and select your Inbox
2. Create a new Form by selecting New form.

3. Select what type of Form to create.

4. If the type of Form uses a Slack channel, select the Slack channels in the next step to enable ticket submission in the selected channels.

5. Next, move on to the Fields

   • You can add new Custom Fields to your form, or select from any existing fields in your account.

   • You can manage and overview your existing fields on the Manage fields page.
6. Proceed to Preview how the Form will be displayed in Slack

   • Apply the order of the fields on the Form, as well as what Fields should be required and optional.

7. Save your Form and it will automatically be published and available in Slack.

If you don't see your Form, make sure that the Suptask App has been invited to the Slack Channel.

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Make fields available in Slack search

You can make all of your fields submitted in a Form searchable in Slack, making it easy to find particular values across your tickets when using the search functionality in Slack.

Activate the Account setting Publish submitted Form fields in ticket thread which will output all submitted field values in the ticket thread, automatically making them indexed and available in Slack search.

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Learn more

You can use multiple Custom Fields to build up how your Form should look, helping you receive the exact information you need when a user submits a request using a Form. Proceed to learn more about Custom Fields:

Custom Fields