Allows managing the forms available on the platform, enabling creating, editing, activating or removing forms according to business needs.
They define which information the user must fill in when creating a ticket, ensuring that support receives the necessary data from the start.
Main objectives:
Collect essential information in an organized way;
Standardize requests by type of support;
Speed up service and reduce rework.
Figure 1: List of forms.
This screen displays all ticket forms registered in the system, with the following information:
Name;
Active (Indicates whether the form is available for opening new tickets.
Only active forms can be used.);
Action
Edit: allows changing the form's settings and fields.
Delete.
Edit Form
Figure 2: Form screen.
Each form can be configured with required fields, optional fields and display order, according to the needs of each workflow (e.g., sales, support, suggestions).
Form information
Form ID: Displays the form identifier, with the option to copy the value for internal reference;
Name: Field for editing the form name;
Project: Defines which project the form is linked to and does not allow editing;
Active: Controls whether the form will be available for use on the platform or inactive;
Form field: Allows selecting an available field to include in the form and add.
List of form fields
Figure 3: List of fields.
Displays all fields already added, with the following settings:
Field Name: Configured field name (e.g., Name, Phone, E-mail).
Active: Determines whether the field will be available on the form.
Required: Determines whether filling in the field will be mandatory.
Show Note: Enables the display of an associated note field.
Order: Allows reorganizing the display sequence of the fields on the form.
Action: Delete.
The use of standardized ticket forms ensures appropriate information collection and optimizes the service flow.
