Configuring Forms and Custom Fields

Halp makes it easy for employees to create tickets for any request. Often, on larger teams, it's helpful to ask for more information when a ticket is created. With custom fields and forms you can do that with Halp, directly from Slack.

When users invoke /halp, they'll be prompted to select a form to submit a request once you set up more than one form. It's common to create forms for different departments, like "Facilities", "HR", or "IT", or for a specific action like "New Employee". By default you have a "General Request" form.

Forms can have up to 10 fields on them. The default form starts you with a "title" field (you can customize the label too, like "How can we help?" below).

To customize your forms and fields, login to your workspace from Halp.com. You'll need to be an administrator to access the settings, via the gear in the top right. Contact whoever first installed Halp in your Slack workspace to have them grant you admin access if you don't see the gear or can't login.

Navigate to "Custom Fields". Before setting up a new form you'll want to create a new field. Try "Priority", "Category", "Location", or "Start Date".

Once you have the fields you like, add them to the "General Request" form or create a new form. Navigate to "Custom Forms" to get started.

Once you have the form configuration you like, when a ticket is created with the slack command (/halp) a user will be prompted to fill out the appropriate fields and pick a form, if you have multiple forms available.

When a ticket has multiple fields you'll also see the ticket inside Slack change. 

When the ticket is expanded you'll see all the custom fields that are set, and an agent can set any available custom field.

End users will only see the custom fields that were available in the form they submitted. For example, if a "priority" field exists but isn't associated with the form, the agent can set and see the priority while the end user won't see it or be able to set it.

Custom forms and fields enables powerful workflows to help your team work more efficiently. You can route tickets to different channels based on the form or a field value, and even assign a specific agent or auto reply with a message.


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