Forms collect structured responses from your visitors — for support requests, onboarding, contact intake, or anything you need to triage on a kanban board. This article walks you through building your first one.
1. Create a new form
A form always belongs to the board it feeds, so you start from that board. In the sidebar, open Communications → Tickets → (the board this form should feed), switch to the board's Forms tab, and click Add form. A form called New form is created straight away and the builder opens on it — there is no naming dialog to fill in first. Rename it from the Settings button in the builder's top-right corner; the name is for your team only.
Two things to know before you look for that tab. The Forms tab only appears if you hold the Forms right — a teammate with plain Tickets access does not see it, and that is the permission to ask your administrator for. And the form builder is part of the Feedback boards & bug tracker add-on; there is no separate Forms product to buy.
You can no longer create a form that belongs to no board, which used to leave a form nothing could ever list again. The builder keeps its own web address, so old bookmarks still open; it now shows a trail reading Board › Forms › form name, and the back arrow returns you to that board's Forms tab.
2. Add a welcome message
The first step in every form is a welcome message — a short intro that sets context before the fields appear. Click the welcome step to edit it. This step is optional but recommended: it tells visitors what they are about to fill in and sets the right expectations.
3. Add fields
The left-hand Inputs panel lists the steps of your form in order. Use the ＋ button at the top of it and pick a field type. Yaplet has six:
- Short text — single-line input, ideal for names, email addresses, order numbers.
- Long text — multi-line box for descriptions, messages, or bug descriptions.
- Single choice — the visitor picks exactly one option.
- Multiple choice — the visitor can pick several options.
- Numeric scale — a rating scale with your own minimum and maximum values, and optional labels for the lowest and highest end.
- File upload — lets visitors attach PNG, JPEG or WebP images, MP4 video or PDF documents, up to 25 MB per file.
Selecting a step opens Edit Field on the right, where you set:
- Question — the label the visitor sees.
- Subtitle — optional clarifying text below the question.
- Placeholder Text — hint text inside text inputs.
- Required Field — if switched on, the visitor cannot submit without answering.
Drag the steps in the Inputs panel to reorder them. The middle of the screen previews the step you have selected, exactly as a visitor will see it.
4. Add a thank-you message
The last step is a thank-you message shown after the form is submitted. Edit it to confirm receipt and set expectations — for example "We'll get back to you within 24 hours". This step always stays last and cannot be deleted.
5. Save and use your form
Click Save. The form is now live on the board you started from, and every submission creates a ticket in that board's default column.
The same Settings button also holds three switches worth a look: Enable screenshot and Enable recording let the visitor attach a picture of their screen or a short recording alongside their answers, and Collect email asks for an email address so you can reply. There is a board picker there too, if you ever need to move this form to a different board.
How visitors reach your form
There is no separate public web page for a form. A visitor can only reach one from your chat widget, in three ways:
- A card on the widget's home screen — add a Form / Bug Report card at Brand → (your brand) → Chat widget → Home, pick this form under Form to Open, and choose the icon it shows.
- An agent sending it mid-chat — from the Start menu above the message box in the inbox.
- A step inside a chat workflow — the Start Form action, which hands the visitor the form partway through a scripted conversation.
Whichever route the visitor takes, the result is the same: a ticket on this form's own board, carrying the full set of answers, the visitor's details and the time it arrived.
Next, put the form in front of people: Drop a form into a live chat conversation and Embed a form in a chatbot workflow.