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Request Types are now Forms. This rename is rolling out to all organizations soon.
Forms transform generic support requests into structured, categorized tickets with the right information, routing, and workflow. Use folders to organize related forms by department, process, or team structure. AI-powered classification automatically identifies the right form based on request content.

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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.

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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.

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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.

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Organization patterns

Team-based

Organize by team ownership - IT Support, DevSecOps, IT Admins. This structure matches organizational hierarchy and ownership.
Group by business function - Onboarding, Procurement, Maintenance. This structure aligns with business processes and workflows.
Separate simple requests from complex processes and specialized workflows. This helps users find the right level of detail quickly.

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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.

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Basic configuration

Choose a clear, recognizable name and helpful description that eliminates guesswork for requesters. Visual elements like icons and colors help users quickly identify the right form, especially in Slack.

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Form builder

Use the form builder to create custom data collection forms with system fields and . Every form must have at least one field configured to collect information from requesters.

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.
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.
Learn more about custom fields and how to configure them for your forms

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Configure forms

Configure form behavior through settings tabs.

General settings

Control basic behavior and appearance. Set it as the default when the system can’t determine the most appropriate type.

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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
Configure privacy:
  1. Go to Settings > Forms
  2. Select the form you want to configure
  3. Click the Settings tab
  4. Enable or disable the Private toggle
Your organization may have different needs for private forms based on your security policies and compliance requirements.
Streamline ticket creation with automatic values. The ticket title template generates consistent, informative titles using field values—especially valuable when requesters don’t provide clear titles.Set default , , and to ensure tickets start with appropriate settings, reducing manual work and ensuring consistent handling.

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Advanced features

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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

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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

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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