Overview

Core's Form Builder lets you create custom forms for client intake, support requests, and internal processes. Combined with checklists, you can standardize workflows across your team.

Creating Forms

Basic Form Creation

1. Navigate to Forms
2. Click New Form
3. Enter a form name and description
4. Add fields using the field library
5. Configure field properties
6. Save the form

Field Types

Core supports various field types:

Field Configuration

Each field can be configured with:

• Label: Display name shown to users
• Placeholder: Helper text in empty fields
• Required: Whether the field must be filled
• Default value: Pre-populated value
• Help text: Additional instructions below the field
• Validation: Rules like min/max length, patterns

Conditional Logic

Create dynamic forms that adapt based on responses:

Show/Hide Fields

1. Select the field to conditionally show
2. Click Add Condition
3. Choose the trigger field
4. Set the condition (equals, contains, etc.)
5. Define when to show/hide

Example: Show "Server Details" field only when "Request Type" equals "Server Issue".

Conditional Sections

Group related fields into sections that appear based on conditions:

1. Create a section for related fields
2. Set visibility conditions on the section
3. All fields in the section inherit the visibility

Form Integration

Ticket Creation

Link forms to automatic ticket creation:

1. Edit the form settings
2. Enable Create Ticket on Submit
3. Map form fields to ticket fields:
   • Title
   • Description
   • Company
   • Priority
   • Category
4. Save the mapping

When users submit the form, a ticket is created with mapped values.

Customer Portal

Everything about who can open a form lives in one Sharing & access panel on the form's page (not inside the editor):

1. Open the form and confirm it is active and not a template
2. Under Who can access, choose the audience:
   • Internal only keeps the form out of the portal
   • All customers makes the form available to each signed-in customer in their own portal
   • Specific customers limits the form to the companies you choose
   • Anyone with the link lets anyone who signs in with an existing account — staff or customer portal — open and submit the form
3. Copy the form link to share it
4. For the customer-scoped audiences, use Extra individual access to grant specific portal contacts access

The form link is the same in every audience, so links you have shared in the past keep working when you change the audience. Legacy /public-forms/... links redirect to the same place. Everyone still signs in before they can submit — the link is never a shortcut around the audience you chose.

For the customer-scoped audiences, forms require a customer portal account, and customers only see forms available to their own company. Helpdesk admins can manage company-side portal work, but they do not see forms shared only with other customers. With Anyone with the link, staff can open and submit the form too.

Managers and admins can create and edit forms. Technicians can read forms and grant or revoke portal form access for standard contacts without receiving full form edit permission.

Form Templates

Using Templates

Core includes pre-built form templates:

• Support Request: General support ticket intake
• New User Setup: IT onboarding requests
• Hardware Request: Equipment requests with approval
• Incident Report: Security or outage reporting

To use a template:

1. Go to Forms
2. Click New from Template
3. Select the template
4. Customize as needed

Creating Templates

Save your forms as templates for reuse:

1. Open the form you want to save
2. Click Save as Template
3. Enter template name and description
4. Choose visibility (personal or team-wide)

Managing Form Submissions

Viewing Submissions

View form submissions from the Forms section:

1. Go to Forms
2. Select the form
3. Click Submissions tab
4. Filter by date, status, or submitter

Exporting Data

Export submission data:

1. Open the submissions list
2. Apply any filters
3. Click Export
4. Choose format (CSV or Excel)

Best Practices

• Keep forms focused: Each form should serve one purpose
• Use clear labels: Field labels should be unambiguous
• Add help text: Guide users through complex fields
• Test thoroughly: Submit test entries before publishing
• Review submissions: Check form data regularly for issues
• Archive old forms: Disable unused forms instead of deleting

See also

• Checklists
• Managing Tickets
• Customer Portal

Overview

Core's Form Builder lets you create custom forms for client intake, support requests, and internal processes. Combined with checklists, you can standardize workflows across your team.

Creating Forms

Basic Form Creation

1. Navigate to Forms
2. Click New Form
3. Enter a form name and description
4. Add fields using the field library
5. Configure field properties
6. Save the form

Field Types

Core supports various field types:

Field Configuration

Each field can be configured with:

• Label: Display name shown to users
• Placeholder: Helper text in empty fields
• Required: Whether the field must be filled
• Default value: Pre-populated value
• Help text: Additional instructions below the field
• Validation: Rules like min/max length, patterns

Conditional Logic

Create dynamic forms that adapt based on responses:

Show/Hide Fields

1. Select the field to conditionally show
2. Click Add Condition
3. Choose the trigger field
4. Set the condition (equals, contains, etc.)
5. Define when to show/hide

Example: Show "Server Details" field only when "Request Type" equals "Server Issue".

Conditional Sections

Group related fields into sections that appear based on conditions:

1. Create a section for related fields
2. Set visibility conditions on the section
3. All fields in the section inherit the visibility

Form Integration

Ticket Creation

Link forms to automatic ticket creation:

1. Edit the form settings
2. Enable Create Ticket on Submit
3. Map form fields to ticket fields:
   • Title
   • Description
   • Company
   • Priority
   • Category
4. Save the mapping

When users submit the form, a ticket is created with mapped values.

Customer Portal

Everything about who can open a form lives in one Sharing & access panel on the form's page (not inside the editor):

1. Open the form and confirm it is active and not a template
2. Under Who can access, choose the audience:
   • Internal only keeps the form out of the portal
   • All customers makes the form available to each signed-in customer in their own portal
   • Specific customers limits the form to the companies you choose
   • Anyone with the link lets anyone who signs in with an existing account — staff or customer portal — open and submit the form
3. Copy the form link to share it
4. For the customer-scoped audiences, use Extra individual access to grant specific portal contacts access

The form link is the same in every audience, so links you have shared in the past keep working when you change the audience. Legacy /public-forms/... links redirect to the same place. Everyone still signs in before they can submit — the link is never a shortcut around the audience you chose.

For the customer-scoped audiences, forms require a customer portal account, and customers only see forms available to their own company. Helpdesk admins can manage company-side portal work, but they do not see forms shared only with other customers. With Anyone with the link, staff can open and submit the form too.

Managers and admins can create and edit forms. Technicians can read forms and grant or revoke portal form access for standard contacts without receiving full form edit permission.

Form Templates

Using Templates

Core includes pre-built form templates:

• Support Request: General support ticket intake
• New User Setup: IT onboarding requests
• Hardware Request: Equipment requests with approval
• Incident Report: Security or outage reporting

To use a template:

1. Go to Forms
2. Click New from Template
3. Select the template
4. Customize as needed

Creating Templates

Save your forms as templates for reuse:

1. Open the form you want to save
2. Click Save as Template
3. Enter template name and description
4. Choose visibility (personal or team-wide)

Managing Form Submissions

Viewing Submissions

View form submissions from the Forms section:

1. Go to Forms
2. Select the form
3. Click Submissions tab
4. Filter by date, status, or submitter

Exporting Data

Export submission data:

1. Open the submissions list
2. Apply any filters
3. Click Export
4. Choose format (CSV or Excel)

Best Practices

• Keep forms focused: Each form should serve one purpose
• Use clear labels: Field labels should be unambiguous
• Add help text: Guide users through complex fields
• Test thoroughly: Submit test entries before publishing
• Review submissions: Check form data regularly for issues
• Archive old forms: Disable unused forms instead of deleting

See also

• Checklists
• Managing Tickets
• Customer Portal