FORMS: Support Ticket Form
Create and manage support ticket forms to collect customer inquiries and track resolutions efficiently.
What is a Support Ticket Form?
The Support Tickets toolkit empowers you to organize and monitor client inquiries in one centralized location. Your team can manage these submissions within the Portal, while your Contacts interact via the Portal, email, or email-only—depending on your configuration. To gather necessary information, Contacts complete a Support Form. Alternatively, Staff members can submit forms on behalf of Contacts when needed.
These forms are available in the Support Menu when creating a Support Ticket, and can also be embedded externally on your website, landing pages, or distributed as standalone links. You can further customize the experience using Choice Blocks to guide Contacts through different submission paths.
Learn more about Support Tickets
Creating a Support Ticket Form
Navigate to the Forms section and select +Create Form.
Choose Support Ticket Form from the options, or use the icon dropdown next to +Create Form.
You’ll now build your form. Start by entering a Title (the default is “Untitled Form”).
Draft Saving Option
You can allow your end users to save incomplete forms as drafts:
- When enabled, users will see a “Save Draft” button alongside “Submit”
- Contacts can return anytime to complete the form
- Note: This relies on browser cookies, so clearing cache or blocking cookies may prevent it from working properly
Setting Default Forms
- Set as Default for CRM Targets: Makes this the standard form Contacts use when submitting tickets
- Set as Default for Staff Submit: Makes this the standard form your team uses when submitting on behalf of a Contact
Form Header and Footer
You can add HTML content above (Header) or below (Footer) your form fields.
Click the arrow to reveal the HTML Content Block, then insert text, images, or other elements.
You can also add custom CSS by clicking the CSS Class block.
Building Form Fields
Your form comes with preset required fields that cannot be removed, but you can reorder them and change their names.
Each field displays an icon indicating its type. Learn about Form Field Icons
Associating a Contact with a Company
If you want Contacts to specify their company, select the Company Name field from the CRM Contact Fields dropdown.
Click the arrow icon to expand and access configuration options.
Allowing Open-Ended Company Input
You can let Contacts type their company name freely:
- Toggle ON “Allow open-ended input of Company name” if you want this flexibility
- The platform will attempt to match typed entries against existing companies
- Allowing open-ended input means the platform won’t expose your full company list publicly
- The matching algorithm is powerful but not perfect—duplicates are possible depending on your Match Value %
TIP: Adjust the Company Match setting in CRM > Settings > Company Settings.
Company Matching Options
Allow open-ended input of Company name
- Automatically inserts a Company field
- Attempts to match submissions to existing companies, accounting for variations and typos
- By default, does NOT create a new company if no match is found (you can add companies manually)
Create Company if no match can be made
- When no match is detected, a new company is automatically created
- The Contact submitting the form becomes the Primary Contact for that company
Use the Company as the “Target” for Assignments and Automations
- Directs all Assignments and Automations toward the Company instead of the individual
- Actions like adding to Circles, triggering Invoice Generators, or adding to Marketing Audiences target the Company
- When the Primary Contact enters the Portal, they represent the Company
Prevent this Primary Contact from switching into “Individual Mode”
- Restricts the Primary Contact from toggling to their Individual portal
- Works only for Unknown Targets; existing CRM contacts require changes in their Profile or via Bulk Edit
- When enabled, the Primary Contact is hidden from most platform areas to prevent accidental assignments to the individual rather than the company
IMPORTANT: Do not create a custom field named “Company” and add it to the form—it won’t function as described. Use only the default Company field and toggle it as detailed above.
Learn about preventing Primary Contact from switching modes
Custom Fields
Use the dropdown to add Custom Fields you’ve created, or click Create Custom Field to build new ones.
Custom fields are managed in Flyout > Custom Fields, or you can create them on-the-fly while building your form.
Rearrange fields by clicking the three bars and dragging. Remove fields with the red x icon.
Field Configuration Options
Click the arrow next to any field to access settings:
- Required: User must fill this before submitting
- Placeholder: Shows example or hint text
- Pre-Fill Value: Sets a default value
- Read Only: User can see but not edit
- Hidden: Field is not visible and cannot be edited
- Subtext: Secondary description or example text
Selection Actions: Radio Button, Checkbox, and Dropdown fields support Form Field Choice Actions. Learn about Choice Actions
CSS Class: Add custom CSS classes (separate multiple with commas) to target in Custom CSS on the Link/Embed tab.
CSS ID: Add a CSS ID to target within Custom CSS on the Link/Embed tab.
Field Styling & Layout Classes: Pre-made CSS classes let you customize fields without coding.
Field Styling & Layout Classes
You can create multi-column layouts (up to 4 columns per row) and emphasize important fields:
- field_first: Required for the first column when using layout classes
- field_half: Field takes 50% of row width
- field_third: Field takes 33.3% of row width
- field_fourth: Field takes 25% of row width
- field_cb: Adds light grey background and padding
- field_important: Adds soft red background, red border, and padding
Example: For two fields in one row, give the left field these classes: “field_first, field_half” and the right field: “field_half”. Mix and match as long as widths total 100% per row. Always add “field_first” to the first field in any row.
Using Project Custom Fields
Select a Project Custom Field from the dropdown, or create a new one with the + button.
Use the ‘Apply To’ dropdown to specify which Project receives the custom field when the form is submitted.
For Unknown Targets
- Project Generator: Select a Project Generator; this is the only option for unknown targets
For Known Targets
Three options are available:
- Project Generator: Select the desired Project Generator
- Contact’s most recent Project: Adds custom fields to their latest project
- Project Title Starting with the following: Search and select a specific Project Generator
IMPORTANT: Each Project Custom Field requires an ‘Apply to’ preference. You can use different locations for different Project Custom Fields.
Advanced Blocks
The Advanced Blocks dropdown lets you insert Content Blocks before, after, or between fields.
Explore HTML Content Blocks, Appointment Blocks, Choice Blocks, and Signature Blocks below.
Choice Block: Customizing Support Requests by User Selection
Insert a Choice Block to let Contacts select different paths for their request. For example, offer contact method preferences with different Assignments and Automations for each.
Users will see this as a dropdown menu.
Select Choice Block from Advanced Blocks.
The Block is added with one Choice by default.
IMPORTANT: Adding a Choice Block removes the “Form Actions” section. Instead, configure Actions for each Choice using the gear icon.
Click the gear icon to set what happens for each choice—similar to configuring a Kickoff Form, including Role, Coordinator, Circle assignment, Folder Generator, etc.
Add additional choices with the Add New Choice button.
The field displays as “Choice Block” with your options in a dropdown menu.
TIP: You can let Contacts schedule Appointments within each Choice option. First, add an Appointment Block to the form for this option to appear.
Appointment Block: Scheduling Appointments During Signup
When setting the Role as Prospect or Client, you can let users schedule Appointments.
Select Appointment Block from Advanced Blocks.
The Block is automatically added to your form.
Use the dropdown to set the Default Time Zone for Unknown Targets.
Navigate to “Unknown” Target settings and add your Appointment Generator under the Appointment Scheduling section.
You can select multiple Appointment Generators using the dropdown.
Learn about Appointments in Kickoff Forms
HTML Blocks: Adding Custom Content
Insert HTML Content Blocks to add text, images, videos, or other media before, after, or between fields.
Select HTML Content from Advanced Blocks.
The Block is automatically added.
Click the icon to expand the pane, then click Edit Content.
A WYSIWYG editor appears. Click the <> icon to switch to HTML view.
You also have Embedded Options to hide content when embedded or show only for Staff Submit.
Signature Block: Adding a Signature Field
You can include a Signature Block in your form.
Open Advanced Blocks and select Signature Block.
After adding, click the arrow to customize the text and labels users see.
You can add multiple Signature Blocks and customize each independently.
Contact Details for Unknown Targets
An “Unknown” Target is a new user filling out the form—not yet in your CRM. They’re added once they complete submission.
You must specify how this new Contact enters your CRM.
IMPORTANT: Decide whether to use a Choice Block before completing this section. If you add a Choice Block, these settings move into each Choice Sub Block instead.
You must select a Role and Coordinator. Available Assignments and Automations depend on the Role chosen.
Optionally assign a Salesperson. Learn about Salesperson Visibility
Assign Circle(s) if desired.
The Support Ticket section lets you select the Tag, Inbox, and Priority for the ticket.
If you select Prospect or Client as the Role, you can Send Portal Access Invitation Immediately.
With Client as the Role, you can also enable Paid Portal Access, requiring Clients to pay before accessing the platform.
Learn about Paid Portal Access
Contact Details for Known Targets
A “Known” Target is an existing CRM contact.
You can update their information via this form, including role conversions (Lead to Prospect, Prospect to Client).
Update their Coordinator or Salesperson assignment here.
Assign or remove Circles.
The Support Ticket section lets you select the Tag, Inbox, and Priority for the ticket.
Trigger assignments such as Follow-up Generators, Email Marketing Audiences, Project Generators, and more.
If the Known Target is a Prospect or Client, On-Demand FLOW is also available.
Optionally send an email to the Coordinator when they complete the form, or send Portal Access immediately.
Sending Email Notifications
Click the + icon at the form’s bottom to reveal the Send Email Notification option.
Assign notifications to one or multiple Users:
You can send notifications to several users. Customize the email message and use {X} Placeholders to insert form data.
Toggle ‘Attach the Form Submission PDF’ to include a submission copy in the email.
Configuring Conditional Logic for Fields
Conditional Logic makes your form dynamic. Based on what a Target enters, you can Show or Hide other fields.
All Custom Fields (except File Upload) and the Appointment Block support Conditional Logic.
While editing, click the tab icon on the right to open the Conditional Logic side panel.
Configuring Embedding Options
While editing, click the Link / Embed button on the right side.
After saving, access this via the Options menu next to the Form name.
Embed Settings
Two main sharing options exist: Direct Linking (URL or QR Code) and Embedding (HTML or Placeholder).
Direct Linking Options
You’ll see Direct Linking and Friendly URL settings.
Direct Link: Copy and share this pre-generated link (unchangeable). It reflects your custom domain if configured.
QR Code: Click Display QR Code to open a sidebar with download options for PNG and SVG. Customize appearance in Platform Branding.
Learn about QR Code Customization
Friendly URL: If you have a Custom URL, create a Friendly URL here.
Embed Options
Embed Code: Use this HTML to embed your form on external websites.
Embed Placeholder: Use this to embed your form within the platform, like on a Portal Page.
Width: Set the width and height of your embedded form.
Changing the Portal Invitation Email
On the right side, click the envelope icon to edit the Portal Access Invitation.
Edit this template like any other email template. Note: This invitation applies only to this form; changes don’t affect global Portal Access Invitation Templates.
Using a Support Ticket Form
Contact and Company Submissions
Direct Link: Copy and distribute as needed.
Embed Code: Use to embed on external websites.
Submission via Support
Make this form the Default when creating Support Tickets. Upon saving, you’ll be asked to confirm replacing the current default.
Submitting a Form for a Contact
Sometimes you need to complete a Support Ticket Form on behalf of a Contact—for example, during a phone call.
In the Forms List View, click the Options menu and select Staff Submit.
The form opens in a new tab for you to complete. The Contact is added to your CRM as if they had filled it themselves.
Viewing Form Submissions
In Forms, click the Options menu and select Submissions.
Alternatively, click the Submissions button while editing, located in the top-right corner.
On the submissions page, use the Options menu to view, download as PDF, or delete submissions. Deleting a submission does not delete the Contact.
You can also view forms from CRM > Contacts or CRM > Companies using the Form tab in each target’s CRM Dashboard.