HaloCRM Guides

Creating A New Form

To create a new form, first head to: 'Administration Console' > 'Processes' > 'Forms' > 'Ticket Types'.

Here you'll be presented with a list of your existing ticket types, whether these are ones you/ your HaloCRM consultant has built, or our out-of-the-box default ticket types.

To create a new one, press 'new' in the top right-hand corner.

Any field marked with a red * means that this field is mandatory and a field must be placed here.

First, you need to set the essential details: name, type of ticket and whether this type of ticket can be logged by contacts as well as agents and whether anonymous contacts have access to it.

Next, you can set (if applicable) statuses that happen after specific actions on tickets, in addition to what happens after a ticket of this type has been closed off.

Further on, there are some more self-explanatory checkboxes of settings you can choose whether you'd like or not. (If any of these are unclear, please contact support who will be happy to give you more information!)

Next, go to the 'defaults' tab.

Here, you can specify the team, the workflow, the priority, categories for the ticket type (if applicable) and can set a non-default mailbox to send from.

If your form requires the use of booking, i.e. booking a resource on loan, or booking in appointments with agents, this is set up on the 'bookings' tab in the form creation.

Next, navigate to the 'field list' tab.

In this tab, you can decide what fields the contact is required to fill out in order to submit a ticket.

This example is for order tracking, so we could use the following fields to obtain the relevant information:

I have used custom fields here, to find out more about custom fields and how to make/use them, check out our custom fields guides.

Next, if some of the fields are mandatory, and others are not, we can change this at this stage. Click on the pencil button on the field you'd like to make mandatory and you'll see the following screen:

Ensure that the highlighted above are selected on your field then scroll down to the bottom and save. This field is now mandatory - meaning a contact or agent cannot submit this ticket without providing that information.

Once you're happy with your field list, you can finally move onto the final tab 'allowed values'.

In this tab, you can specify restriction on actions, statuses, categories, customers and appointment types. By default, there are no restrictions on a ticket type.