DeskDirector Forms - Replace Summary Field with Title Automation

DeskDirector Forms come with adaptive titles, which will allow you to populate the ticket's subject line with the most relevant information.

It's designed to give both your tech team and your clients a preview of the tickets logged.

Here's an example of a very simple form we've built to show how the adaptive title feature works - it applies to the forms you've created too.

Once you've finished building your DD form, click on the Title tab next to editor.

We've added the text "New User: " in the box, and now will proceed picking our Arguments to populate the title properly. Click on the "Add Argument" link, it will show you all the questions you've added to the form.

In our case, you see the BASE section only as we haven't created any further sections, and the list of questions asked: First Name, Last Name, and Start Date.

Any question type can be used as an argument for the title.

Once you click on the question you want to appear, the form will create its first argument and add it to the title:

We can now add the remaining arguments we need to compose the title we want. In this case, we want to say in the ticket the New User's first name, last name, and starting date. It will look like this:

Don't forget to save the form once you're finished with the title!

We can now go have a look at what happens on the Portal side of things. We found the form, and filled it out to test the new adaptive title:

After clicking the Submit button, we can go have a look at the list of open tickets to check out how the title is going to display:

As you can see, the ticket title reads "New User: Bruce Wayne | Start Date: Sun 16 Jun, 2019".

Don't over populate the titles. Ticket title automation is a powerful feature, and overcrowding it with information defeats the purpose of having a first-glance idea of what the ticket contains. We recommend to choose a maximum 3-4 arguments to form your ticket.
Frequently asked question(s):

Q: What happens if we don't enable Title Automation?

A: Your forms should still work, but a "Summary" field will be automatically added at the top of your request type.

If you want to replace that "Summary" field, then you just need to enable Title Automation.

Title Automation Tutorial


1. Open the DeskDirector Admin Portal and click New Form, or click on an existing form to edit it.

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2. Click the settings icon.

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3. Click Title Automation.

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4. In the subject textbox, we will enter the text and arguments for our automated title.

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5. To add an argument, click Add argument.

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6. Click the argument drop-down box and select the form field that you want to include in the title.

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7. Click Add to confirm the addition.

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8. To add another argument, click Add argument.

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9. Click the argument drop-down and again select the form field that you want to include in the title.

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10. Click Add to confirm the addition.

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11. Click the title textbox and delete its contents, if any.

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12. Type the text for your title. To include the arguments from below, type their numbers, together with the curly brackets, in the title.

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13. Click Save to save the changes.

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14. Now, all the tickets with this form will have our automated title in their heading.

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15. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

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