Getting started with DeskDirector Forms

For the legacy documentation click here

With DeskDirector forms you can have beautiful native forms which allow you to ask the right questions to your clients the first time round. 

If you have a Wufoo Account, you can import your forms to our native forms, read how here

This article will help you go through the process of creating a form. We also have other articles that can be very helpful in regards to form and more advanced features of forms. 

Creating a new form

All of your DeskDirector forms will be created inside our admin console, using our own form builder.

Adding a new form

To get started, log in to the admin console and navigate to the Forms link under "System" or "Portal". Here you will be able to create new forms, as well as view/edit other forms you have created.

To get started, click on “New Form” and give it a name. Your customers won’t see this name, it’s for your reference, so you can be descriptive.

Adding questions - Basics

By default, all forms will have a “Ticket Title” field prepended to the top of them. This feeds into the ticket title when it is created. You don’t need to configure this yourself.

To get started, click “Add new” and then choose the type of question this will be. The most common choices are presented immediately, but more are available in the dropdown.

Every question type will have at least two fields to fill out. The first one is the “Question” which will be the literal question displayed to the user. This one is required.

The second field is the “Question Description” which will be displayed in a smaller font (by default) under the question. To give you a bit of flexibility on the format of the text, this field can also take in Markdown or HTML. This field is useful if you wish to expand on the exact meaning of the question. This field is optional.

Don’t forget to click Save before you finish!

Adding fields – Input Validation

All field types support the “Required” flag. This marks the field as mandatory before the user can submit the form.

Currently only two other field types support extra validation.

The “Text” field type allows you to specify the maximum accepted length of an answer. You can also provide a custom error message, which will be displayed underneath the question, when the answer length is exceeded.

The “Number” field type allows you to specify certain inequality conditions on their answer. This will let them know their answer is not valid, until they satisfy the conditions. You can also provide a custom error message, which will be displayed underneath the question, when the number does not satisfy the conditions.

Adding questions – Deleting, copying and re-ordering

You will notice that on a given form, you may only select and edit one field at a time. At the top of the question you currently have selected, there are controls enabling you to duplicate, delete and re-order the given question.

For more details on all question/field types, please see here.

This should be enough to create a basic form, however if you want to add sections and conditional sections to your forms, please read more about that here.

User Form Access

DeskDirector forms are accessible by the end user when they create new tickets. To make a form available to your end users, simply create a new Request Type (or modify an existing one) and set the “Form” property to the form you wish to show. From here you can apply the familiar Request Type filters to restrict access.

You can read more on how to set up request types here.

If you have any questions regarding Forms, please log a ticket via DeskDirector Support Portal.

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DeskDirector Forms - Question Types in Detail