How To Create A Support Form

Why Use a Support Form?

Users may need assistance while using their portals. The support form is an excellent way for your users to contact Bynder admins directly and be directed to the correct department for expedient help.

When creating a support form, begin by configuring the basic form. After setting up the basic form, you can create extra forms visible only to specific permission profiles. This enables you to offer tailored support to particular permission profiles. For example, you can:

• Limit the ability to request legal assistance exclusively to portal administrators.
• Rename categories such as "Ask for Support" to "Ask Creative Services" to direct requests to your in-house creative team.
• Set up dedicated categories for IT, Marketing, Legal, or any other department.

By setting up the right categories, your users can select the right assistance point for their questions. By setting up the appropriate receivers for a category, you can offer your users the right type of assistance.

How to Configure a Support Form

Step 1: Access the Support Form Settings

1. Navigate to Settings > Advanced settings > Portal settings.
2. Click Support Form in the left-hand sidebar.
3. Click Create General Support Form.

This form will be available to all logged-in users.

(Optional) Step 2: Configure Knowledge Base Options

• Toggle the Show Knowledge Base message switch to display a link to the Knowledge Base in the form.
• Toggle Automatically log in users to Knowledge Base to allow users to log in directly.

Recommendation: Toggle this on for portal administrators, as it requires an existing Zendesk (support platform) account. On this page, they can also find their open tickets with the Bynder Support team.

(Optional) Step 3: Add Custom Form Fields 

Click ➕ New field to add a form field for retrieving additional data when users fill in the support form:

1. Enter a name for the field in the Label field.
2. (Optional) Select the Required field option to make the field mandatory.
3. Open the Type dropdown and select:
   • Text input — for free-text responses.
   • Select field — for dropdown options.
4. (Optional) Enter the options users can choose from in the Input select field options.
5. Click ➕ Add option to add additional option fields.
6. Click Add to save the new field.
7. Repeat as needed for additional fields.

Step 4: Create Categories and Set Recipients

This is where you can customize the labels your users see — for example, renaming a category from "Ask for Support" to "Ask Creative Services" to route requests to a specific team.

Click ➕ New category to set up a category type and its receivers:

1. In the Category field, enter a category name (e.g., Ask Creative Services, Ask IT, Ask Legal).
2. Enter the name of the recipient in the Recipient name field.
3. Enter the email address of the recipient(s). Separate multiple email addresses with commas.
4. In the BCC emails field, enter the email addresses of recipients you want to copy privately.
5. Click Add to save the new category.
6. (Optional) Click ➕ New category to add additional categories.

Step 5: Save your Form

Click the Save form button in the top right corner of the screen.

Customization Options at a Glance

Creating Additional Forms

You can customize additional form(s) by adding fields, categories, and recipients to suit specific permission profiles. A general form must be set up before creating profile-specific flows.

1. Go to Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.
2. Click the ➕ New form button in the Profile-specific forms section.
   • The configuration of the general support form will be used as a starting point.
3. Add the permission profiles for this additional form.
4. (Optional) Toggle the Show Knowledge Base message switch.
5. (Optional) Toggle Automatically log in users to Knowledge Base.
6. (Optional) Modify or delete any form fields and categories inherited from the general form:
   • Click the edit button next to a field or category to modify it.
   • Click the trash button to delete a field or category.
7. (Optional) Click ➕ New field to add additional form fields.
8. (Optional) Click ➕ New category to set up additional flows and receivers.
9. Click Save form in the top right corner.

Managing Support Forms

To edit an existing support form:

1. Go to Settings > Advanced settings > Portal settings and click Support Form.
2. Click the General support form in the General form section, or select one of the available profile-specific forms.
3. Make the necessary changes — add, edit, or remove form fields and categories.
   • Click the edit button next to a form field or category to modify it.
   • Click the trash button to delete a form field or category.
4. Click Save form to save your changes.

Use Case Example: If your users currently see "Ask for Support" under Resources and you want it to read "Ask Creative Services," simply open the relevant form, click the edit button next to that category, update the Category name, adjust the Recipient details if needed, and save.

Deleting Support Forms

1. Go to Settings > Advanced settings > Portal settings and click Support Form in the left-hand sidebar.
2. Click the trash button for the general support form or a profile-specific form.
3. Read the warning message and click Delete support form or Yes, delete.

⚠️ Warning: Removing a support form is permanent and cannot be undone. When removing the general form, all available profile-specific forms will also be automatically removed.

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