Create General Support Form

  • Updated

Allow your users to ask questions or request support directly on the portal without having to leave the page. The support form allows users to contact the right department for help.

Customizing your support form can help users save time and ensure that their questions are quickly sent to the correct team.

You can route support requests to the right individuals, teams, or departments by setting up different workflows. For example, you can create a workflow for technical support questions going to the technical support department and another workflow for content-related queries sent to a group of content managers.

How to Set Up a Support Form

When creating a support form for the first time, you will start by setting up the general form. Once the general form is ready, you can create additional forms only visible to specific permission profiles. This allows you to provide specialized assistance to certain permission profiles. For instance, you can restrict the option to request legal support from portal administrators only.

I Want to Set Up the General Support Form

Follow the instructions below to set up the support form.

When you turn elements for the form on or off, the preview on the right side shows you what those changes look like.

  1. Go to settings_menu.png Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.

  2. (Optional) Click Create General Support Form if you haven't set up a support form. This general support form will be available to all logged-in users.

  3. (Optional) Toggle the Show Knowledge Base message switch to display a link to the Knowledge Base in the form.

  4. (Optional) Toggle the Automatically log users in users to Knowledge Base switch to allow users to log in to the Knowledge Base directly.

    Note

    This feature is intended for portal administrators as they're more likely to have an account set up in the Knowledge Base. We recommend turning off this option for the general form and enabling this option for a profile-specific form only available for the portal administrator permission profile.

    It's required that they already have an account set up in our Knowledge Base. They can also find their open tickets with the Bynder Support team on this page.

  5. (Optional) Click ➕ New field to add a form field, which you can use to retrieve additional data when the users fill in the support form.

    • Enter a name for the field in the Label field.

    • (Optional) Select the Required field option if you want to make the field required.

    • Open the Type dropdown and select Text input if you want users to enter text in the field, or select Select field if you want them to choose an option from a list.

    • (Optional) Enter the options that the users can choose from in the Input select field option fields. Click ➕ Add option to add other option fields.

    • Click Add to add the new field.

    • (Optional) Click ➕ New field to add other fields for your form.

  6. Click ➕ New subject to set up a subject type and the receivers for this subject.

    By setting up the right subject(s), your users can select the right assistance point for their questions. By setting up the appropriate receivers for a subject, you can offer your users the right type of assistance—a subject for technical assistance and content-related questions.

    • In the Label field, enter a label for the subject. The text you enter will also be included in the email subject that the receivers receive.

    • Enter the name of the recipient in the Recipient name field.

      The name will be included in the subject of the email, allowing you to specify who should review this request. This can be useful when sending the requests to a generic email address.

    • Enter the email address of the recipient(s). Commas separate multiple email addresses.

    • In the BCC emails field, enter the email addresses of the recipients you want to copy privately—separate multiple email addresses with a comma.

    • Click Add to add the new subject.

    • (Optional) Click ➕ New subject to add other subjects to your form.

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

Add Aditional Forms

You can set up additional forms if you've already set up the general support form. Use additional forms if you only want users with specific permission profiles to request specific assistance.

When you create an additional support form, the general support form configuration will be used as a starting point. Add extra fields, subjects, and recipients to tailor a support form to specific permission profiles.

When you turn elements for the form on or off, the preview on the right side shows you what those changes look like.

  1. Go to settings_menu.png 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. A new form will be opened, and the configuration of the general support form will be used as a starting point.

  3. Add the permission profiles you want to enable this specific support form in the Form access field.

  4. (Optional) Toggle the Show Knowledge Base message switch to display a link to the Knowledge Base in the form.

  5. (Optional) Toggle the Automatically log users in users to Knowledge Base switch to allow users to log in to the Knowledge Base directly.

    They must already have an account set up. They can also find their open tickets with the Bynder Support team on this page.

  6. (Optional) Modify and delete any additional form fields and subjects set up in the general form.

    • Click the edit_support_form.png button next to a form field or subject to modify it.

    • Click the trash_support_form.png button to delete a form field or subject.

  7. (Optional) Click ➕ New field to add a form field, which you can use to retrieve additional data when the users fill in the support form.

    Check the instructions for setting up a general form for more instructions on adding fields.

  8. (Optional) Click ➕ New subject to set up an additional flow and the receivers for this subject.

    Check the instructions for setting up a general form for more instructions on adding fields.

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

How to Manage Support Forms

  1. Go to settings_menu.png Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.

  2. Click the General support form in the General form section to edit the general support form, or click one of the available profile-specific forms in the Profile specific forms section.

  3. Make the necessary changes and add extra form fields and subjects.

    • Click the edit_support_form.png button next to a form field or subject to modify it.

    • Click the trash_support_form.png button to delete a form field or subject.

  4. Click Save form to save the changes you made.

How to Delete Support Forms

  1. Go to settings_menu.png Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.

  2. Click the trash_support_form.png button for the general support form or a profile-specific form to remove it.

  3. Read the warning message and click Delete support form or Yes, delete to remove the form permanently.

Note

  • Removing a (profile-specific) support form is permanent and can't be undone.

  • When you remove the general form, all available profile-specific forms will also be automatically removed.

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