Form Builder
Build structured request forms, control sharing, and review submissions
Forms collect structured requests from staff and customers. A form can record a submission or create a ticket when submitted.
Requester approval
Manage Approved contacts on each company's page. All forms use the submitting company's list, so a form shared with several companies checks the right list for each submission. A requester qualifies when they are on the list or their verified login email matches one of that company’s default approver emails. Helpdesk Admin status alone does not qualify.
Tickets created from portal forms show the authenticated requester, their company, and whether they were approved when they submitted. This is separate from any employee or email address entered into the form. If Core can't verify the requester's portal sign-in, the ticket says so. Shared form links and forms submitted by staff inside Core don't show an approval result, and tickets created before this feature show none. The result is recorded at submission time and does not change when the company's list changes.
The portal tells requesters whether they are on the list before they submit. People who aren't on it can still submit. On the generated ticket, staff who can edit the company can select Add to approved contacts for future requests. The ticket keeps its original result.
Approval is informational: it does not grant form access, block submissions, change ticket status, or send an approval email.
Create a form
- Open Forms and choose New Form.
- Start from a blank form or choose Support Ticket, Employee Onboarding, or Employee Offboarding in the template picker.
- Enter the title and optional description.
- Add fields, configure them, and drag them into order.
- Turn on Create Ticket if each submission should create a support ticket.
- Save the form.
The field library includes Text, Text Area, Number, Email, Phone, Select, Multi-Select, Radio, Checkbox, Date, Time, and Date & Time.
Each field has a label, optional helper text, and a Required setting. Selection fields need options with both labels and values. Remove incomplete fields before saving.
Edit and preview
Open the form to review its fields and use Edit to change them. Use the preview while building to check labels, required fields, and selection options. The Template setting distinguishes a reusable template from an active form that people submit.
Share the form
Everything about who can open a form lives in Sharing & access on the form's page:
- Confirm the form is active and is not a template.
- Under Who can access, choose the audience:
- Internal only keeps it out of the customer portal.
- All customers makes it available to signed-in customers in their own portal.
- Specific customers limits it to the companies you choose.
- Anyone with the link lets an existing signed-in staff or portal account open and submit it.
- Copy the form link.
- For customer-scoped audiences, use Extra individual access to grant access to particular portal contacts.
Changing the audience keeps the same form link. Legacy /public-forms/... links redirect to it. Users still sign in, and the chosen audience is enforced.
Customer-scoped forms require a portal account. Customers see forms available to their own company. Helpdesk admins do not gain access to forms shared only with other companies.
When you open a form while using View as Portal User, the selected contact and their company remain the requester. Submitting creates a real request for that contact.
Review submissions
After submitting a ticket-creating form, the confirmation shows that a support ticket was created. If you can access the ticket, it also shows its number and a View ticket link.
Open the form's Submissions page to review submitted field values and follow any linked ticket. Use the completion control to mark a submission handled where available. Turning off a form prevents further use without deleting its submission history.
Permissions
Managers and admins can create and edit forms. Technicians can read forms and grant or revoke form access for standard portal contacts without receiving full form-edit permission.