How do I manage Guest Forms in the tickets module?

 

Guest forms are one way to create new tickets.

Forms allow you to collect information from guests before a ticket is created, helping staff gather the details they need from the start. If you use LibraryH3lp Chat, guest forms can also provide an alternative contact method when chat is unavailable.

 

Creating and Editing Forms

Guest forms can be managed from Settings → Guest Forms within the Tickets module.

The Form Builder allows you to customize nearly every aspect of a form, including:

• Form fields
• Labels and placeholder text
• Form styling
• Success messages
• Error messages

You can create as many forms as needed and customize each one independently.

 

Adding and Reordering Fields

To add a field, drag it from the Add Items tab into the form builder area.

Fields can be reordered at any time using drag and drop.

To edit a field, click it within the form builder. The Edit Item tab will open, allowing you to modify the field's settings and appearance.

You can also edit labels and placeholder text directly within the form builder.

For custom fields, we recommend changing the auto-generated "Item name" to something meaningful. For example, "student-year" instead of "dropdown-1a5c5077-3c3f-4434-99be-bb392ecf6ad1" for a field capturing if an undergraduate student is a Freshman, Sophomore, Junior, or Senior. Then when you receive a ticket submission, the associated form values reflected in the ticket will make more sense.

 

Removing Fields

To remove a field, first set its Role to None in the field's metadata. 

Once the role has been cleared, a Remove from Form button will appear at the top of the field configuration panel.

Click this button to permanently remove the field from the form.

You must have fields with 'guest', 'queue', 'question', and 'subject' roles present somewhere in the form even if the items are hidden from the guest or else the guest form is not valid.

 

Viewing Hidden Fields

Some fields may be configured as hidden.

Use the Reveal Hidden Form Fields checkbox at the top of the form builder to control whether hidden fields are displayed while editing.

When hidden fields are concealed, you'll see the form much as a guest would see it.

 

Copying a Form

If you need several similar forms, use the Copy button to create a duplicate of an existing form.

You can then make changes to the copy without affecting the original form.

 

Embedding a Form

Once your form is ready, click Embed to generate the form's embed code.

Copy the generated code and paste it into your website where you would like the form to appear.

Pro Tip! Guest form embeds work similarly to LibraryH3lp Chat snippets. Simply copy the generated code and paste it into your page's HTML. If you can't include 3rd party JavaScript on your website, there's an option to embed as a link.

When a guest submits the form, a new ticket will be created according to the form's configuration.

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