Multiple forms for customer portal

[AToikka]

I would like to have multiple forms for my customer portal (different forms for different kind of help topics). So that customer could choose form that describes their need for help the best. Apparently it is currently possible to have only one form (see below)? 

Is there any workaround for this?

[Olivia_Bagnall · Accepted solution]

@TitiCuisset Thanks for bringing this to my attention 🙂

@AToikka What you want to achieve does not necessarily require multiple forms. I think it would actually be best managed with a 'ticket type' dropdown property and progressive form fields. For example, you could ask for name, email and then 'what is your issue related to'. They can then choose a topic from your dropdown list and depending on their selection, the rest of the form fields can be different. 

This means that you would then be able to report easily on the different ticket types you are receiving as a team and sort them into different pipelines if necessary. 

If you would like to discuss it in more detail, feel free to let me know. 

Olivia Bagnall Inbound Consultant and Project Manager Baskey   o.bagnall@baskey.eu www.baskey.eu Rheingasse 14, 50676 Köln

[LElfassy]

Hi all, 

I hav ea similar issue, but for a different use case. My customer portal has one very large custom customer that requires a unique form and all of the rest of the customers that require a standard form. 

What I want to do is have the forms show up based on different access memberships

[MColon1]

Following!

[Mike_Eastwood · Accepted solution]

Hi @AToikka 

I agree with @Olivia_Bagnall fewer forms is easier to manage.

It would be possible to show, or hide, fields with some custom code.

Alternaively, you could have a 2 step form where the visitor completes their details, selects a ticket type, then the form passes them to the next page to get more detailed information.

While these solutions are not as easy to implement (they require some geekery) they do create a great experience for the visitor and your customer success team (because they have all the info required to complete the ticket efficiently).

Happy to elaborate.

Have fun

Mike

[Olivia_Bagnall · Accepted solution]

@TitiCuisset Thanks for bringing this to my attention 🙂

@AToikka What you want to achieve does not necessarily require multiple forms. I think it would actually be best managed with a 'ticket type' dropdown property and progressive form fields. For example, you could ask for name, email and then 'what is your issue related to'. They can then choose a topic from your dropdown list and depending on their selection, the rest of the form fields can be different. 

This means that you would then be able to report easily on the different ticket types you are receiving as a team and sort them into different pipelines if necessary. 

If you would like to discuss it in more detail, feel free to let me know. 

Olivia Bagnall Inbound Consultant and Project Manager Baskey   o.bagnall@baskey.eu www.baskey.eu Rheingasse 14, 50676 Köln

[AToikka]

Thanks for the answer @Olivia_Bagnall! I see what you mean.

So depending on the 'Ticket type' form would have conditional questions. And I assume we can also modify the ticket properties shown to support agents to be conditional depending on the 'Ticket type'.

[Olivia_Bagnall]

@AToikka Unfortunately we can not display different properties to your reps based on ticket type but you could have sections set up on the left-hand side of tickets that break the properties up into what ticket type they belong to. Then it would be easy for the team to keep their view organized. 

[Olivia_Bagnall]

@AToikka Happy to discuss this further. If you found my initial response helpful too, I'd be grateful if you could mark it as a solution 🙂

[TitiCuisset]

Hi @AToikka 

Thank you for reaching out.

I want to tag some of our experts on this - @warrendavey @Olivia_Bagnall @Mike_Eastwood do you have any suggestion for @AToikka on this?

Thank you!

Best

Tiphaine