Overview
When ticket submission is enabled on your IT Support portal, users see a form where they can describe their issue and submit a request. DemandFlow gives you full control over which fields appear on this form, which are required, and when certain fields should be shown or hidden.
Accessing the Ticket Form Builder
Open your portal in the portal settings area. The ticket form configuration is found in the Ticket Form section, which is visible when the portal type is IT Support and ticket submission is enabled.
The Form Builder
The ticket form builder provides a visual interface for assembling your form. You can:
- Add fields — choose from the available ticket fields to include on the form
- Reorder fields — drag fields up and down to control the order they appear
- Remove fields — remove fields you do not want on the portal form
- Set required — mark fields as mandatory so users must fill them in before submitting
- Set visibility conditions — show a field only when another field has a specific value
Available Fields
The form builder shows fields from the support ticket definition that are suitable for portal users. This includes:
| Field | Type | Description |
|---|---|---|
| Ticket Type | Dropdown | What kind of request: Problem, Feature Request, Question, Billing, or General |
| Subject | Text | A short title for the request |
| Priority | Dropdown | How urgent the request is: Critical, High, Medium, or Low |
| Category | Dropdown | The area the request relates to: Product Issue, Installation, Configuration, etc. |
| Description | Long text | Detailed description of the issue or request |
Fields that are managed internally (such as assignee, status, resolution, and internal references) are automatically excluded from the portal form.
Loading Default Fields
If you are setting up the form for the first time, click the Load Defaults button to populate the form with a standard set of fields: Ticket Type, Subject, Priority, Category, and Description. You can then customise from there.
Setting Required Fields
Toggle the Required switch on any field to make it mandatory. When a field is required, portal users must provide a value before they can submit the form. A visual indicator shows which fields are required.
At minimum, you should mark the Subject and Description fields as required so your team receives enough information to action the request.
Visibility Conditions
Visibility conditions allow you to show a field only when another field has a specific value. This creates dynamic forms that adapt based on the user's selections.
Example
You might want the Category field to only appear when the Ticket Type is set to "Problem". In this case, you would set a visibility condition on the Category field:
- Show when: Ticket Type
- Equals: Problem
When the user selects "Problem" as the ticket type, the Category field appears. For other ticket types, it stays hidden, keeping the form clean and focused.
Best Practices
- Keep it short — the fewer fields users have to fill in, the more likely they are to submit a request rather than giving up. Start with 3 to 5 fields.
- Make the right fields required — require the information your team needs to start working, but do not require fields that might not always apply
- Use visibility conditions — rather than showing every possible field, show additional fields only when they are relevant based on the user's selections
- Always include Subject and Description — these are the minimum your team needs to understand the request
- Test the form — visit your portal and submit a test ticket to see the form from the user's perspective