Customize a request form

A request form is the list of questions customers answer for one request type. Customize forms so you collect exactly what your team needs to resolve requests.

You need the Owner or Admin role to edit forms. Other roles see the Request Form Editor as read-only.

Open a request form

1. In the admin portal, select Request form Editor.

2. Choose a Request type: Bug report, Help, Feature request, or Feedback.

You'll see the request form's Questions in order, grouped by pages.

Edit a question

1. Select a question to open its settings.

2. Update the fields:

• Title: the question customers see, up to 120 characters

• Help text: optional guidance below the question, up to 500 characters

• Required: whether customers must answer before continuing

• Question page: which page the question appears on, from 1 to 10

• Type-specific settings, such as placeholder text or allowed file types

1. Changes save as a draft.

Add a question

1. Select Add question.

2. Choose a Field type: Short or long text, Number, Selector, Date Picker, or File Upload.

3. Configure the question's settings.

See Question types reference for the settings each type offers.

Reorder questions

Drag questions up or down. Questions run top to bottom in this order, and customers see one page at a time.

Delete a question

1. Select the question and choose delete.

2. Confirm in Delete question?

Deleting a question removes it from future submissions. Existing requests and their answers don't change.

The subject question

Every request form starts with a Request subject question. It becomes the title of the request in your queue, so it's always required and can't be removed. You can change its title, help text, placeholder, and maximum length.

Preview as a customer

Select Customer preview to walk through the form exactly as customers will see it. Close the preview to keep editing.

Save and publish

• Save draft keeps your changes without affecting the live form.

• Publish now makes the changes live for customers.

A request form with Unpublished changes still shows customers the last published version. See Publish request form changes.

Tips

• Ask only what you'll use. Every extra question makes customers less likely to finish.

• Put essentials first. Subject and description on the first pages, optional details later.

• Use selectors for triage. Options like impact or product area make requests easier to sort.

• Link to articles in help text to answer common questions before customers submit.