Request Forms

Email is the primary way requests come in, but it isn't the only one. A request form lets a customer submit a request through a structured form instead of free-form email — useful when you want specific details up front (an account name, a category, a priority) rather than whatever the customer happens to type.

Building a form

Manage forms in Settings → Service Desk → Request Forms. A form is made of components you arrange in order:

• Headings — section labels and instructions that guide the submitter.
• Item fields — built-in fields like title and description.
• Custom fields — your own fields, so submissions arrive with exactly the structured data you need.

Each field can be labeled, given a default, and marked required or hidden. A form also has a title, a destination (the workstream or item its submissions are filed under), and the work type its tickets are created as.

You can group related forms together for easier management, and enable or disable a form to control whether it's currently accepting submissions.

How a submission becomes a ticket

When a customer submits a form, DevStride creates a ticket from it just like an inbound email — filed at the form's destination, created as the form's work type, with the submitted values populated on the item. The submitter becomes a requester, and the request joins your Inbox alongside email tickets.

To keep out junk, a form submission is email-verified: the submitter confirms their address before the request is finalized, and they receive a confirmation that it was received.

Forms on a channel address

You can attach a form to a channel address as its Default request form, so email tickets from that address inherit the form's field set. This is a convenient way to give email-sourced tickets the same structured fields your form collects.