Request Types are now Forms. This rename is rolling out to all organizations soon.
Getting started
1
Plan your structure
Organize your forms using folders that match your team’s workflow. Consider department-based, process-based, or complexity-based organization.
2
Create folders
Navigate to Forms and create folders with clear names, descriptions, and visual elements to help users quickly identify categories.
3
Build forms
Create forms within folders, configure them with system and , and set up AI classification with sample messages.
4
Configure settings
Set up defaults, status management, channel integration, and AI responses to streamline ticket handling.
Organize with folders
Folders group related forms and provide the same organizational approach you use for workflows and knowledge pages. Forms and folders are workspace-specific, allowing each team to create a support system matching their unique requirements.Create folders
Give folders clear names and descriptions that explain their purpose. Folders support nested structures that mirror your organization.Example: An “IT Support” folder might contain subfolders for “Hardware”, “Software”, and “Network” issues.
Organization patterns
Team-based
Team-based
Organize by team ownership - IT Support, DevSecOps, IT Admins. This structure matches organizational hierarchy and ownership.
Process-based
Process-based
Group by business function - Onboarding, Procurement, Maintenance. This structure aligns with business processes and workflows.
Complexity-based
Complexity-based
Separate simple requests from complex processes and specialized workflows. This helps users find the right level of detail quickly.
Moving forms and folders
Move forms and folders between locations as your organization evolves. Use drag-and-drop or bulk operations to reorganize your form structure.Drag and drop
Drag and drop
Drag forms or folders to move them between locations.Single item:
- Click and hold on a form or folder
- Drag to the target folder or breadcrumb
- Release to move
- Select multiple forms or folders using checkboxes
- Drag any selected item
- All selected items move together
Bulk move
Bulk move
Move multiple forms at once using bulk actions.
- Select forms or folders using checkboxes
- Click the Move action in the toolbar
- Select the target folder
- Confirm the move
Bulk move is ideal for reorganizing large numbers of forms or restructuring your folder hierarchy.
Move restrictions
Move restrictions
Some moves are prevented to maintain system integrity:
- Forms keep their history and configuration when moved
- Folders cannot be moved into their own subfolders (prevents circular references)
- Moving a folder also moves all forms and subfolders within it
Create forms
Create forms within folders or at the root level based on your organizational needs. Each workspace maintains its own collection tailored to specific support requirements.Basic configuration
Choose a clear, recognizable name and helpful description that eliminates guesswork for requesters.Icon and color customization
Visual elements like icons and colors help users quickly identify the right form in the , Slack, and ticket views.Icon options
Icon options
Forms support three types of icons, displayed with the following priority:
- Custom image: Upload a branded or project-specific image (PNG, JPEG, GIF, WebP, or SVG, max 1MB). The image is cropped to a square during upload.
- Lucide icon: Select any icon from the full Lucide library. Use the search bar in the icon picker to find an icon by name or keyword.
- Default icon: If no icon is configured, a default icon is used automatically.
Color selection
Color selection
Select a color for your form icon to create visual distinction between forms. Colors apply to both Lucide icons and the icon background in the Portal.
Upload branded icons to help users visually distinguish forms in the Portal, especially when you have many forms in a single folder.
Form builder
Use the form builder to create custom data collection forms with system fields and . Drag and drop fields to arrange your form layout, nest dependent fields under parent fields, and collapse groups to manage complex forms. Every form must have at least one field configured to collect information from requesters.System fields
System fields
System fields are core built-in ticket components: title, description, , , requester, assignee, approvers, and followers. You can control whether they’re required or optional. The title field must always be required.
Custom fields
Custom fields
provide flexibility to collect specific information for different forms. Available types include text, text area, number, date, boolean, select, multi-select, user select, and application select.
Conditional field visibility
Conditional field visibility
All field types can be configured to show or hide based on the value of another field, including layout fields (headings, dividers, text blocks) and system fields. For example, a “Department” select field can control which follow-up fields and section headings appear. Conditional fields display as nested under their parent in the form builder and are grouped in collapsible sections for easier management. Visibility rules are enforced both during form filling and in the ticket detail view.
Learn more about custom fields and how to configure them for your forms
Configure forms
Configure form behavior through settings tabs.General settings
General settings
Control basic behavior and appearance. Set it as the default when the system can’t determine the most appropriate type.Updates in the General section auto-save as you edit. Toggling a setting or selecting an audience card applies the change immediately — there is no manual save step.
Privacy settings
The Private toggle controls default ticket privacy for this form. When enabled, tickets created with this form are automatically marked as .When to use private forms:- HR requests
- Security incidents
- Personal information
- Confidential business matters
- Go to Settings > Forms
- Select the form you want to configure
- Click the Details tab and open the General section
- Enable or disable the Private toggle — the change saves automatically
Your organization may have different needs for private forms based on your security policies and compliance requirements.
The Private toggle controls default ticket privacy only. It does not hide the form itself. Published forms with the Private toggle enabled still appear in the Portal and the Slack form selection list (subject to their audience settings); the resulting tickets are marked private when submitted. To hide a form from end-user surfaces entirely, move it to Draft or Archived, or restrict its audience.
Feature in Portal
Enable Feature in Portal to surface a form on the Start new request tab of the home. Featured forms keep your most common requests front and center. Forms that are not featured still appear in the Portal’s full forms catalog when the requester has access.Ticket defaults
Ticket defaults
Streamline ticket creation with automatic values.
Title templates
Title templates generate consistent, informative titles using field values, especially valuable when requesters don’t provide clear titles. Insert tokens using the dropdown in the title template editor. Available tokens include system values like requester name, assignee, and form name, plus any on the form.Date fields support an optional format suffix to control how the date appears in the generated title. When you insert a date field token, a submenu lets you pick from common date formats. If no format is specified, date fields default to MM/DD/YYYY.Set default , , , and to ensure tickets start with appropriate settings, reducing manual work and ensuring consistent handling.Shortcut public acknowledgement
The Shortcut Public Acknowledgement toggle controls the default acknowledgement for tickets created from this form through the Slack message shortcut. It applies in DMs and in channels that are not connected request channels.This setting is Slack-only. Microsoft Teams does not have a 1:1 DM entry point or shortcut equivalent in the current beta; Teams tickets are always created from channel messages. See the Microsoft Teams integration overview.
- Enabled (default): Ravenna posts a public threaded message confirming the ticket was created so everyone in the conversation sees the acknowledgement.
- Disabled: Only the user who created the ticket sees an ephemeral confirmation. The original thread stays untouched.
The setting has no effect inside connected request channels, where Ravenna always posts a public confirmation in the thread.
Form lifecycle
Forms follow a Draft, Published, and Archived lifecycle that controls their visibility to end users.Draft
Draft
Draft forms are works in progress. They are visible to workspace admins in the forms table but do not appear in ticket creation flows, the Portal, or Slack.Newly created forms start in Draft so you can build and review them before exposing them to end users. Publish the form when you’re ready to make it available.You can also move a published form back to Draft if you need to make changes before re-publishing.
The one exception is the default form a new workspace comes with (
Ask <Workspace>). It is created Published so the workspace can take tickets right away.Published
Published
Published forms are active and available to users based on their audience settings. They appear in ticket creation flows, the Portal, and Slack form selection.Publishing is also what makes a form selectable elsewhere in Ravenna. When you pick which forms a queue, agent, or Slack channel uses, only published forms can be selected. A draft or archived form that was already attached stays listed so you can see it and remove it, marked with the reason it is no longer selectable.
Archived
Archived
Archived forms are removed from all user-facing surfaces. Existing tickets created with an archived form retain their data and history. Archive a form when it is no longer needed but you want to preserve its configuration.
Manage form status
Publish/Draft toggle
Publish/Draft toggle
The form detail page includes a toggle switch in the header that controls whether a form is Published or Draft. Toggle it on to publish, or off to move back to draft.A confirmation dialog appears before the change is applied so you can review the impact before publishing or unpublishing. Publishing makes the form available in end-user surfaces; unpublishing hides it from the Portal, Slack, and ticket creation flows. Click Confirm to apply the change, or Cancel to keep the current status.The toggle is disabled when a form is archived. You must unarchive a form before you can change its publish state.
Archive and unarchive
Archive and unarchive
Archive and unarchive controls are in the Details tab at the bottom of the form detail page.
- Click Archive to remove a form from all user-facing surfaces. A confirmation dialog appears before the form is archived.
- Click Unarchive to restore an archived form back to Published status.
- Include contents: The folder and every form and subfolder inside it are archived together.
- Folder only: Only the folder is archived. Forms and subfolders inside it are moved up to the nearest non-archived parent so they remain available to end users.
Forms created inside an archived folder — including duplicates — inherit the archived status automatically. Unarchive the parent folder first if you want new forms to start as Draft.
Delete a form
Delete a form
The delete option is also in the Details tab. Delete is only available for forms that have no associated tickets. If a form has been used to create tickets, it cannot be deleted. Archive it instead.The workspace’s default form follows the same rules as any other form. You can edit, archive, and delete it, so you are free to replace the starter form with one of your own.
Table actions
Table actions
You can also manage status from the forms table:
- Three-dot menu: Publish appears for draft forms, Unpublish appears for published forms. Both actions show a confirmation dialog before the status change is applied.
- Bulk actions: Select multiple forms or folders and use the Archive bulk action. When the selection includes folders, you’re prompted to choose whether to archive their contents along with them.
- Status column: Color-coded badges show each form’s current status (Draft = gray, Published = green, Archived = amber).
- Filtering: Use the status filter to show or hide forms by status. Archived forms are hidden by default unless you add an explicit status filter.
Audience settings
Control who can see and submit a form by setting its audience. Audience settings work alongside the form lifecycle to determine which users can access a form.Everyone
Everyone
All users in your organization can see and submit the form. This is the default audience for new forms.
Members only
Members only
Only workspace members and admins can access the form. End users who are not workspace members will not see it in ticket creation flows or the Portal.
User groups
User groups
Only members of selected can access the form. Select one or more groups to define the audience.
Configure audience
1
Open the form details
Navigate to the form and click the Details tab, then select the General section.
2
Select an audience type
In the Who Can Access card, select one of the three audience cards: Everyone, Members only, or User Groups. The selected card is highlighted to confirm your choice.
3
Select groups (if applicable)
If you chose User Groups, a group picker appears below the audience cards. Search for and add the groups you want to grant access to.
Changes in the General section save automatically as you make them. There is no separate Save changes button — selecting a card or updating a field commits the change immediately.
Audience settings only apply to published forms. Draft and archived forms are not visible to end users regardless of their audience setting.
Learn more about user groups and how to create and manage them
Advanced features
Status management
Forms can define custom beyond the standard system statuses. All forms include default statuses (Open, In Progress, Waiting, Done, Closed), but you can add custom statuses within these groups.Example: The “In Progress” group might include “Needs Review” for requests requiring approval. The “Done” group could have “Completed” and “Delivered” to track different completion states.
Learn more about status management and custom statuses
Channel integration
Forms integrate with your structure to ensure proper routing and assignment. Each form can specify a default channel for streamlined ticket creation.Learn more about setting up and managing channels for your workspace
Share forms in Slack
Paste a Ravenna form URL into any Slack channel, DM, or thread to share it as an unfurled card with an Open Form button. Teammates can click the button to launch the form as a Slack modal and submit a request without leaving Slack.Learn more about sharing forms in Slack including URL formats and routing behavior.
Share forms publicly
Turn on Public access to host a form at an unguessable URL that anyone can submit without signing in. Use it for requests from people outside your organization, like vendor onboarding, event sign-ups, or external bug reports.Open the Share popover on a published form and toggle Public access. Ravenna generates a public link you can copy and share. Submitters enter their email, and Ravenna creates or reuses a guest user as the requester so the ticket routes like any other.1
Publish the form
Public access is only available on published forms. The public link becomes active once the form is published.
2
Use only simple fields
Public forms support simple input fields (text, paragraph, number, date, time, yes/no, select, multi-select, and timezone) plus layout blocks. Fields that reference workspace data, such as user, tag, or status pickers, are not allowed. If a form has an incompatible field, Ravenna lists the fields to remove before you can enable public access.
3
Share the link
Copy the public link from the Share popover and distribute it however you like. To invalidate the current link, use Rotate link to generate a new token. Rotating breaks the existing link for everyone.
Public forms never expose workspace data. Responses are limited to the allowed field types, submissions are rate limited, and a CAPTCHA challenge protects against abuse. Turn off Public access at any time to deactivate the link.
Workflow automation
Forms integrate with through the Form Submitted trigger, enabling automated responses when specific forms are submitted or updated.Automation capabilities:- Trigger workflows on form submission
- Filter workflows by specific form types
- Access form field data in workflow actions
- Automate routing, assignment, and approvals based on form type
Learn more about workflow triggers and actions including the Form Submitted trigger