When a visitor submits a Yaplet form — from a card on your widget's home screen, from an agent who sent it mid-chat, or from a step inside a chat workflow — a ticket is created automatically on the board that form feeds. Your team then triages, assigns and resolves it without any manual routing.
Where submissions appear
Open the board from the sidebar: Communications → Tickets → (the board). New submissions appear as tickets in the board's default first column, and the board's row in the sidebar carries an unread badge until someone opens them. Click any ticket to see the full response alongside the submitter's details.
Reading form data in a ticket
Inside a ticket, the form response is shown field by field, in the order the questions appeared on the form. Files the visitor uploaded can be downloaded straight from the ticket. Yaplet also writes a plain title and a short summary from the answers, so the card on the board reads like a sentence rather than a raw form dump — and you can edit both.
Narrow the board down
The row above the columns is where you filter. The search box matches the text inside form answers, the dropdown next to it filters by priority, and Filters opens the rest:
- Form — the one you want when a single board takes several intake points. Pick a form and only its tickets remain.
- Visitor — matches name, username, email or phone number.
- Country, Widget and Assignee.
- Labels — pick more than one and you only see tickets carrying every label you picked, not any of them.
Clear filters at the bottom of that dialog puts everything back.
Move tickets through columns
Drag tickets between columns as your team acts on them — for example from "New" to "In progress" to "Resolved". You can also:
- Assign a ticket to a specific teammate.
- Set priority (Low, Medium, High).
- Put labels on it, which show as coloured chips on the card.
- Add internal comments that the submitter never sees.
- Open the visitor's chat conversation from View chat in the ticket's Actions list.
For a complete overview of how boards work, see Boards — the kanban primitive behind tickets, bugs, and feature requests.