Be able to change the fields in Ticket Form when adding on a Shortcut

Community Discussion Feature Requests
1

Currently you can change the Ticket Form fields within the Knowledge base, and it updates the Knowledge base page.

However, those changes dont move onto the Ticket Form element, which you can add to a Shortcut in chat.
By default it has Name, Email, Phone and Message. These can not be change.
When you select a Lead Form element in Shortcut, you CAN change the fields.

Why am I using Ticket Form? Because Lead Capture Form doesnt give me email notifications so this is a work around. So there is a trade off here. Either use a Ticket Form that you cant modify the fields of and get email notification, OR use Lead Capture Form which you can modify the fields of but dont get email notification.

Thank you

Alistair

2

Hi @AlistairMackay ,

Thank you for taking the time to clearly explain the situation — it really helps us understand the trade-offs you’re navigating.

We appreciate you highlighting the limitation between the Ticket Form and the Lead Capture Form. I’ll be sharing this with our team so they can explore the possibility of making Ticket Form fields editable when added to Shortcuts in future updates. Feedback like yours is incredibly valuable, and many improvements start with insights just like this.

Thanks again for bringing this to our attention!

3

You’re welcome. Is there a page that people can email subscribe to a change log for anything you do to the tool and platform please?

4

Hi @AlistairMackay ,

Thanks for reaching out! At the moment, we don’t have an email subscription specifically for changelog updates. However, you can view all our latest updates and changes anytime on our Updates page:

Feel free to check in regularly to stay up to date with everything new on the platform.

If you need anything else, just let me know!