Global Admins and Ticketing App Admins can create public ticket forms that allow users who are not logged in to the Client Portal (Public Requestors) to submit ticket requests.
There are some scenarios where you may need to allow users who are not logged in to your Client Portal (Public Requestors) to submit a request to your team. For example, you may create a public Password Reset service for employees who forget their login info or for vendors who do not have a login.
In this article we cover:
❗Tickets submitted by Public Requestors don't have workflow tied to them.
If a Public Requestor does has user record (e.g. if an employee submitted as a Public Requestor because they lost their login info), Technicians can get around this by updating the requestor after submission and then manually adding the workflow.
Who can create and configure public ticket forms?
- Global Admins
- Ticket App Admins
- Service Managers
- Service Owners
What service types can use public ticket forms?
| Ticket Services |
✅ |
| Link Services |
❌ Link Services do not have forms |
| Project Services |
❌ |
To make a public form available for Public Requestors, you need to:
- Identify or create a service for the public ticket form.
- Identify or create a form to configure for Public Requestors.
Once you've done those two things, you can configure the form for Public Requestors.
💡TDX Best Practice: Create a form in TDAdmin and use the Use an existing Shared Form option to link it to a service.
This helps ensure you do note lose any work you do on the form. Because the Create a New Form and Create a new form using an existing Shared Form options link new forms directly to the service you create them from, it is easier to lose work if you accidentally navigate away from the service while editing the form. Unlike forms created in TDAdmin, removing the form from the service or deleting the service from the catalog deletes the form from your platform.
To configure a new form or service for Public Requestors:
- In the TDClient top navigation bar, click Services.
- Go to the specific service you want to configure and click the Edit Service button.
- Go to the Form tab.
- (If replacing a form) Click Remove Form.
- Click Use an existing Shared Form and select the public ticket form from the dropdown menu.
- Click Save.
- Under the Public Requestor Settings section, select Allow Public Requestors.
- Type and select a Default Acct/Dept.
- Since Public Requestors do not have a record that can point to an Acct/Dept, public ticket forms require this field.
- (Optional) Select Optional Requestor Form FIelds.
- Include a requestor phone number field on the form.
- Include a captcha field on the form.
- Select a Requestor Matching Mode option.
- None. Requestor information will be entered as read-only text in the new ticket.
- Match using Email Address. If no requestor is found, enter requestor information as read-only text in the new ticket.
- Match using Email Address. If no requestor is found, create a new requestor and associate that record to the new ticket.
- Click Save.
To configure an existing service form for Public Requestors:
- In the TDClient top navigation bar, click Services.
- Go to the specific service you want to configure and click the Edit Service button.
- Go to the Form tab.
- Under the Public Requestor Settings section, select Allow Public Requestors.
- (If not already added) Type and select a Default Acct/Dept.
- Since Public Requestors do not have a record that can point to an Acct/Dept, public ticket forms require this field.
- (Optional) Select Optional Requestor Form FIelds.
- Include a requestor phone number field on the form.
- Include a captcha field on the form.
- Select a Requestor Matching Mode option.
- None. Requestor information will be entered as read-only text in the new ticket.
- Match using Email Address. If no requestor is found, enter requestor information as read-only text in the new ticket.
- Match using Email Address. If no requestor is found, create a new requestor and associate that record to the new ticket.
- Click Save.