Custom Ticket Forms in Live Chat

Community Discussion Feature Requests
1

Hi, it would be great if we could create custom ticket forms for live chats, in the same way that there are custom lead capture forms.

I believe this would be extremely helpful in ensuring the correct and accurate information is submitted by customers.

We can’t really use lead capture due to the sheer volume of requests we get through and other reasons, so they need to be tickets really.

The idea is essentially that this:

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Would become like this in a live chat:

Custom forms 3
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And then the fields would just be printed as plain text, line by line in the ticket.

Again, I do believe this would be an extremely useful feature - and it does seem that you have the functionality built in already with lead capture forms.

It would also be great if you could set pre-set Subject lines for these ticket forms.

Please let me know any thoughts and suggestions.

2

Hi @KiranK ,

Thank you for reaching out and for sharing your detailed suggestion.

We appreciate you taking the time to explain how custom ticket forms for live chats could help ensure that customers submit the correct and complete information. Your idea of having customizable fields—similar to lead capture forms—and having those fields displayed line by line within the ticket is very clear.

At the moment, this functionality is not available for ticket forms in live chats. However, your feedback is very valuable, and suggestions like this help guide improvements to the platform. I will make sure to forward your request and the details you provided to our team for review and consideration in future updates.

Thank you again for sharing this thoughtful suggestion. Please feel free to reach out if you have any other ideas or questions—we always appreciate hearing from you.

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