Form

20 min

\ administrator \ each activity can have a customized form with specific fields that will be filled out by the requester when opening a ticket this feature allows you to define exactly what information will be requested — making the service more precise and organized \1 f orms \ see below for step by step instructions on how to access it go to settings → portfolios in the top menu and then in the side menu click on the desired portfolio the related services will be displayed below click on the desired service as atividades do serviço serão exibidas click on the desired activity a window will open on the right side of the screen click on activity form a new window — customize form — will open in the center of the screen, with the tabs form and guidelines \2 create a form with ai\ my desk uses artificial intelligence to simplify form creation unlike portfolio creation—where you need to describe in detail what you want—form generation automatically suggests fields based on the activity and service name with a single click see below for a step by step guide on how to request form generation using ai access the customize form window follow the steps in section 1 above to reach the form window click on suggest form with ai the button is located to the right of the search bar please wait a few seconds while the ai processes the suggestion review the generated suggestion edit, add, or delete fields from the suggested form, if necessary click save the button is located in the bottom right corner of the screen \ 3 creating a new form \ the customize form window has two parts on the left are the available field types, and in the center is the preview area with the fields already added to manually create a form, follow the steps below locate the desired field use the search bar in the left panel to find a field by name, or browse the list of available types add the field to the form click on the field or drag it to the preview area in the center the field will be added to the form's list configure the field click the pencil icon or the three dots (···) in the upper right corner of the field to edit its properties click outside the editing window to save the field settings will be maintained automatically reorder the fields if necessary click and drag the button with 6 dots on the left side of each field to change the order click save the form will be saved and will be available when you open a ticket for this activity the creation window is divided into two sections form ; instructions see below for details on each \ 4 form section \ in this section, you can actually create or edit your forms the available field types are displayed on the left side of the menu, and the list of fields added to the form will be displayed in the center to add a new field to your form, click on the corresponding field and drag it to the preview screen; a new field will be added to the center of the screen below is a description of all available fields and a step by step guide to customizing them 4 01 search field search bar where you can find the fields you need to create your form 4 02 short text this field allows users to input a short text to use this field in your form, follow these steps click on the short text field in the left panel, hold and drag it to the preview area click on the pencil icon or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – enter a short name field subtitle – provide a brief description or subtitle required – check the box to make the field mandatory for users, or leave it unchecked to make it optional cancel/save – click cancel to return to the preview section without saving changes, or click save to apply and keep the changes to move or reorder the field, click the six dot button ⠿ on the left side of the field 4 03 long text este campo aceita um input de texto longo do usuário how to use this field in your form click on the short text field on the left side of the window, hold and drag it to the preview area click the pencil icon ✏️ or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – give it a brief name field subtitle – add a short subtitle or description required – check the box to make it mandatory or leave it unchecked to keep it optional cancel/save click cancel to return to the preview section without making changes click save to finalize and apply your edits to move or change the field’s order, click and drag the six dot button ⠿ on the left side of the field 4 04 number this field allows users to input numbers only how to use this field in your form click on the number field on the left side of the window, hold and drag it to the preview area click the pencil icon ✏️ or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – give it a brief name field subtitle – add a short subtitle or description required – check the box to make it mandatory or leave it unchecked to keep it optional cancel/save click cancel to return to the preview section without making changes click save to finalize and apply your edits to move or change the field’s order, click and drag the six dot button ⠿ on the left side of the field 4 05 cpf/cnpj this field allows users to input numbers only , with validation for either cpf or cnpj there is a separate field for each option one for cpf and another for cnpj how to use this field in your form click on the cpf or cnpj field on the left side of the window, hold and drag it to the preview area click the pencil icon ✏️ or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – give it a brief name field subtitle – add a short subtitle or description required – check the box to make it mandatory or leave it unchecked to keep it optional cancel/save click cancel to return to the preview section without making changes click save to finalize and apply your edits to move or change the field’s order, click and drag the six dot button ⠿ on the left side of the field 4 06 phone number this field allows users to input numbers only how to use this field in your form click on the phone number field on the left side of the window, hold and drag it to the preview area click the pencil icon ✏️ or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – give it a brief name field subtitle – add a short subtitle or description required – check the box to make it mandatory or leave it unchecked to keep it optional cancel/save click cancel to return to the preview section without making changes click save to finalize and apply your edits to move or change the field’s order, click and drag the six dot button ⠿ on the left side of the field 4 07 multiple choice this field allows users to select from a dropdown list , with either single selection or multiple selection options how to use this field in your form click on the multiple choice field on the left side of the window, hold and drag it to the preview area click the pencil icon or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – give it a brief name field subtitle – add a short subtitle or description required – check the box to make it mandatory or leave it unchecked to keep it optional multiple selection – check this box to allow users to select multiple options or leave it unchecked for single selection only options – add one or more options type the desired option text in the box and click \[+] to add it click the six dot button ⠿ and drag an option up or down to rearrange the order click the trash icon to delete an option cancel/save click cancel to return to the preview section without making changes click save to finalize and apply your edits to move or change the field’s order, click and drag the six dot button ⠿ on the left side of the field 4 08 date this field allows users to input a date how to use this field in your form click on the date field on the left side of the window, hold and drag it to the preview area click the pencil icon or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – give it a brief name field subtitle – add a short subtitle or description required – check the box to make it mandatory or leave it unchecked to keep it optional cancel/save click cancel to return to the preview section without making changes click save to finalize and apply your edits to move or change the field’s order, click and drag the six dot button ⠿ on the left side of the field note the date selection field in calendar format can only be viewed by the user when opening a ticket or by clicking the preview button at the top of the page 4 09 checkbox this field allows users to select one or more options in the form options list, the checkbox displays title options to use this field in your form, follow these steps click on the checkbox field in the left panel, hold and drag it to the preview area click on the pencil icon or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – enter a short name field subtitle – provide a brief description or subtitle required – check the box to make the field mandatory for users, or leave it unchecked for an optional field options – add one or more options type the option text into the box and click \[+] to add it click the six dot button ⠿ and drag the option up or down to reposition it click the trash bin icon to delete an option cancel/save – click cancel to return to the preview section without saving changes, or click save to apply and keep the changes to move or reorder the field, click the six dot button ⠿ on the left side of the field 4 10 address this field accepts a short address input from the user click on the address field in the left panel, hold and drag it to the preview area click on the pencil icon or the three dots ( ) in the top right corner of the field to edit or delete it edit the following fields field title – enter a short name required – check the box to make the field mandatory for users, or leave it unchecked to make it optional cancel/save – click cancel to return to the preview section without saving changes, or click save to apply and keep the changes to move or reorder the field, click the six dot button ⠿ on the left side of the field note the address field includes seven options for users to fill out zip code street neighborhood city state number additional details \ 5 guidelines section \ the guidelines tab allows you to add a description or instruction that will be displayed to the applicant when they open the form in the experience center — before filling in the fields 5 1 generate form guidelines with ai você também gerar orientações para seus formulários utilizando a ia para isso siga os passos abaixo access the customize form window follow the steps in section 1 to reach the form window click on the instructions tab in the upper left corner of the window click on suggest ai powered directions the ai will generate a suggested direction based on the activity edit the suggestion if necessary adjust the generated text to suit your organization's needs click save the instructions will be saved and displayed to the applicant when they open the form 5 2 attach knowledge base you can attach a knowledge base document so that the ai can generate comments on the ticket by reading the document, the ai can, for example, provide tips on how to resolve the issue the ai only generates comments on tickets for this activity when there is a linked knowledge base article that serves as context only one article can be linked \6 preview\ to view and test the form before publishing it, click the preview button located in the lower left corner of the form customization window a sample preview will open with all fields configured, exactly as the requester will see when opening a ticket