Request Form Customizer

The entire request form can be tailor-made to ensure that the contacts submit all the required information along with the request with Request Form Customizer. You can set fields as mandatory, enter default values for the fields and so on.

To customize the request form,

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on Helpdesk Customizer icon under Helpdesk Settings.   

3. Click Request Form Customizer from the menu on the left hand side of the page.

From the Request Form Customizer page you can,   

• Set Mandatory fields: All the must-have information for the support rep to resolve the request. Say, Title and Name.

• Set fields in the Contact View: Information to be provided by the contact. Say, Contact details of the contact.

• Set fields which Contact can view: Fields that can only be viewed and cannot be edited or set by the contact. Say, mode.

The request form is divided into four blocks, Request Details, Owner Details, Contact Details and Category Details.

Request Details block

1. In the request details block Status, Level, Mode & priority are the available fields.

2. Select the corresponding values from the combo box.  

3. Select the options to customize the form by enabling the relevant check box. Say, Mandatory fields, Contact can set, Contact can view options.  

Owner Details block

1. In this block Group & Support rep are the available fields,

2. Select the corresponding values from the combo box.

3. Select the options to customize the form by enabling the relevant check box.

Contact Details block

1. In this block Name, Product, Account/Sub-Account, Email, Phone and Mobile are the available fields,

2. Select the name from the contact list by clicking the contact list icon. This is a mandatory field. On selecting the name, account/sub-account, product, email, phone and mobile fields gets filled automatically.

3. Select the Product from the combo box. Select the corresponding values for the fields from the combo box.

4. Select the options to customize the form by enabling the relevant check box.

Category Details block

1. Select the Category, Sub-Category, Item from the combo box.

2. Specify the title for the form in the Subject field. This is a mandatory field.

3. Specify an relevant information about the form in the Description field.

Click Save.

Click Save and Preview, to save and see the preview of New Request form.