Creating custom ticket forms

Trying to fit your unique customer service needs into a one-size-fits-all ticket form can be a bit of a hassle. With LiveAgent, you can create custom ticket forms tailor-made to suit your requirements.

In this article, we will discuss in detail what a ticket form is and walk you through a step-by-step guide on how to create your customized ticket forms with LiveAgent. Let’s dive right in and master the art of creating custom ticket forms.

Primarily, a ticket form is either an embedded or a popup widget on your platform that customers use to get in touch with your customer service team. Think of it as a dedicated, structured communication channel for customers to bring their queries to a business’ attention.

Now, you might wonder – why not let customers simply email their concerns? A ticket form offers a big advantage here. You can customize the form to make the customers provide specific information. This added layer of detail further streamlines the process of sorting and responding to incoming tickets. For instance, by utilizing dropdown menus or mandatory fields on the form, you can ask for certain essential details from customers when they reach out.

Creating custom ticket forms in simple steps

So, how can you create a custom contact form for your website? Here is a quick guide.

Step 1: Log into your LiveAgent account.

Step 2: Navigate to the Configuration section and select the Contact form option.

Step 3: You can now choose what type of contact form you want to have on your site. You have two options:

• Option 1: Contact Buttons – This option allows you to create a contact form that opens when the user clicks a button.
• Option 2: In-page Forms – Opt for this if you want contact forms that are visible directly on the website, without the need for a visitor’s input.

In-page forms

In case you’d like to utilize the in-page contact forms, here is how to set them up.

Step 1: Go to Configuration → Contact form → In-page Forms, you can see all the in-page forms you have created.

Step 2: To add a new in-page form, click on the Create In-page Form button.

Step 3: Find the Overview section where you can set a name for your contact form. Here, also select the desired department to handle messages from this specific form. Choose the language for the form.

Step 4: Turn on the form by making sure the check box is marked.

Step 5: Under Settings, you can find some customization options. If you want to have additional fields (such as name, email, phone, order ID, company, message, etc) in your form, go to the Fields option.

Step 6: Once the form is made to your liking, click the Save button.

Step 7: Now, move to the Integration section. Copy the code provided and insert it just before the </body> tag on your webpage.

Form fields in columns

Step 1: Go to Configuration → Contact form → In-page Forms, you can see all the in-page forms you have created.

Step 2: Click to edit the form, or create a new one.

Step 3: Click on Design in the Settings section.

Step 4: Scroll down to the bottom of the page, where you’ll find the set custom CSS option.

Step 5: Click on it and add your CSS code to separate the fields into multiple columns.

This change will help you to make your form more user-friendly and avoid excessive scrolling for the visitor due to multiple fields in a single column.

Expert’s note

Custom ticket forms are essential for efficient customer service. Learn how to create and integrate them using LiveAgent for a seamless support experience.

Andrej Saxon Sales manager

Related Articles

Ticket fields

Gather more information about your customers' tickets with LiveAgent's ticket fields feature. Create unlimited custom fields today.

Ticket fields

LiveAgent receives glowing reviews from satisfied customers who praise its ability to improve customer service, empower agents, and streamline communication. Custom ticket fields are highlighted as a key feature for providing personalized support and improving the overall customer service experience. The system is also lauded for its ease of use and ability to save time for support agents. Overall, LiveAgent is recommended as a comprehensive solution for efficient customer service and communication.

Assign ticket

Assigning tickets in LiveAgent is crucial for timely and efficient customer support. Tickets can be assigned manually or automatically, and agents are responsible for handling and resolving them. LiveAgent offers a 14-day free trial and customizable ticket fields for a cost-effective and user-friendly experience.

Support ticket

Support tickets are a valuable tool for managing customer inquiries, improving communication, and enhancing the overall customer experience. They help prioritize and resolve issues efficiently, leading to improved customer satisfaction. Implementing best practices such as automated responses and personalized support can further maximize their effectiveness.