Allow users to ask for help or support directly on the portal without leaving the page. The support form enables you to reach out to the right department for assistance.
Customizing the support form can help users save time and ensure that their questions are quickly routed to the appropriate team.
Setting up different workflows enables you to route support requests to particular individuals, teams, or departments. For example, you can create a workflow for technical support questions that go to the technical support department and another workflow for content-related inquiries that are sent to a team of content managers.
Learn how you can customize Create Custom Link Tabs in Portal
Who Can Set Up and Manage Forms?
Users with the following right(s) can:
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Manage portal settings
How to Set Up a Support Form
When creating a support form, you 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 from portal administrators.
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Navigate to your Portal >
Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.
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(Optional) If you haven't set up a support form, click Create General Support Form. This form will be available to all logged-in users.
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(Optional) Toggle the Show Knowledge Base message switch to display a link to the Knowledge Base in the form.
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(Optional) Toggle the Automatically log users in users to Knowledge Base switch to allow users to log in to the Knowledge Base directly.
- We recommend toggling this on for portal administrators as it's required that they already have an account set up in Zendesk (support platform). On this page, they can also find their open tickets with the Bynder Support team.
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(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.
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Enter a name for the field in the Label field.
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(Optional) Select the Required field option if you want to make the field required.
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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.
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(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.
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Click Add to add the new field.
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(Optional) Click ➕ New field to add other fields for your form.
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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.
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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.
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Enter the name of the recipient in the Recipient name field.
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The name will be included in the email's subject, allowing you to specify who should review this request. This can be useful when sending the requests to a generic email address.
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Enter the email address of the recipient(s). Commas separate multiple email addresses.
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In the BCC emails field, enter the email addresses of the recipients you want to copy privately—separate multiple email addresses with a comma.
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Click Add to add the new subject.
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(Optional) Click ➕ New subject to add other subjects to your form.
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Click the Save form button in the top right corner of the screen.
Add Aditional Forms
If you have already set up the general support form, you can create additional forms. This can be useful if you want users with specific permission profiles to request specialized assistance.
When you create an extra support form, it will inherit the general configuration settings as a base. You can customize the form by adding fields, subjects, and recipients to suit specific permission profiles.
You can instantly preview how these changes will appear on the right side by toggling elements on or off in the form settings.
Note
You need to set up a general flow before you can set up a profile-specific flow. The general flow allows users to submit questions to their admins.
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Go to
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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.
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You can add the permission profiles to enable this specific support form in the Form access field.
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(Optional) Toggle the Show Knowledge Base message switch to display a link to the Knowledge Base in the form.
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(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. On this page, they can also find their open tickets with the Bynder Support team.
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(Optional) Modify and delete any additional form fields and subjects in the general form.
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Click the
button next to a form field or subject to modify it.
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Click the
button to delete a form field or subject.
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(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.
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(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.
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Click the Save form button in the top right corner of the screen.
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Go to
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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.
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Make the necessary changes and add extra form fields and subjects.
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Click the
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Click the
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Click Save form to save the changes you made.
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Go to
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Click the
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Read the warning message and click Delete support form or Yes, delete to remove the form permanently.
Note
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Removing a (profile-specific) support form is permanent and can't be undone.
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When you remove the general form, all available profile-specific forms will be automatically removed.