Overview
Web Forms allow businesses to collect structured information from customers through customizable forms. Forms can be shared with customers, linked to existing tickets, or embedded on a website to capture enquiries. Based on the configuration, form submissions can update existing tickets or automatically create new Email tickets in Helpdesk.
Creating Web Form
Navigate to Settings on the BIK dashboard.
Select Ticket Form tab.
The Ticket Form page displays all existing forms along with their status and creation details.
Click Add New Form.
Enter the Form Name
Add the required ticket fields to your form
Customize the appearance of the form
Click on Save & publish
Share the link with the customer or embed it on your website
Default Forms
A form can be designated as a Default Form.
When a Default Form is configured:
The form is automatically associated with every ticket.
All mandatory fields in the form must be completed before the ticket can be closed.
Agents cannot close the ticket until all required fields in the Default Form have been filled, ensuring that critical information is collected consistently across all tickets.
Key Use Cases of Web Forms
Collect Customer Information – Gather structured information such as contact details, order information, account details, or other data required to process customer requests.
Collect Feedback – Create feedback or survey forms to capture customer satisfaction, product feedback, or service-related suggestions.
Capture Website Enquiries – Embed forms on your website to allow visitors to submit questions, support requests, or contact enquiries, which are automatically converted into Helpdesk tickets.
Standardize Data Collection – Ensure agents and customers provide all required information in a consistent format before a request is processed.
Request Additional Details – Collect supplementary information for existing tickets without lengthy back-and-forth conversations.
Internal Data Collection – Use agent-only fields to capture operational details, classifications, or internal notes that should not be visible to customers.
How to use Web Forms
1. Create a New Ticket via Shared Form
The agent shares the link of an existing form or a new form with the customer.
When the customer submits the form, a new ticket is automatically created in the Email channel.
The agent can view and manage the ticket & form from Helpdesk.
2. Collect Additional Information for an Existing Ticket
The agent shares the link to a form from an existing Email ticket.
When the customer associated with that ticket submits the form, the form details are updated within the same ticket.
The previous form details are preserved and added as a Private Note in the chat for reference.
If the form is submitted using a different email address, a new Email ticket is automatically created.
The agent can view and manage both the ticket and its associated form responses from Helpdesk.
3. Submitting a Form Embedded on a Website
The business creates a form and embeds it on their website.
Customers visiting the website can complete and submit the form.
Upon submission, a new Email ticket is automatically created in the Helpdesk.
Agents can review, manage, and respond to the ticket directly from Helpdesk.
Embedding a Form on Your Shopify Store
Log in to your Shopify Admin dashboard.
Navigate to Online Store.
Click Edit theme.
Open the page where you want to display the form.
Click Add Section.
Select Custom Liquid and paste the HTML embed code generated for the form.
Click Save to publish the changes.
Once embedded, customers can submit the form directly from your website, and each submission will automatically create a new Email ticket in Helpdesk.
FAQs
Who can create Web Forms?
Admins and agents can create, edit, and manage Web Forms.
Can an agent fill out a form on behalf of a customer?
Yes, agents can manually complete a form and save the information for a customer when required.
Can a form be shared directly with a customer?
Yes, agents can share a form link with customers, allowing them to submit the requested information themselves.
Can a form be linked to an existing ticket?
Yes. Agents can share a form from an existing ticket. When the customer submits the form, the responses are updated in the same ticket.
Can I hide specific fields from customers in a Web Form?
Yes. Custom fields with the Hide from Customer option enabled will not be displayed to customers when the form is shared, but will remain visible to agents.
For further assistance or to raise feature requests related to Web forms, please contact [email protected].