Forms in workflows

Streamline data collection and ensure consistency by creating custom forms to gather information or approvals from users. Once created, these forms can be reused across multiple workflows, changes, and journeys, saving you time and standardizing your processes.

For example, when a user reports a device issue, you can automatically send them a form to collect specific details like the device's serial number and the date the issue started, helping your team troubleshoot faster.

Create a custom form

You can build forms with various question types, organize them into sections, and mark fields as required to capture all necessary information.

Navigate to Settings > [Your Workspace].
Under the Service Management section, click on Forms.
Click the Create button. You can create a form for a journey, change, or request. Create forms under the Requests section to include them in your workflows.
Provide a clear Name (e.g., 'Device details') and a Description that explains the form's purpose.
Click Create to open the form builder.
In the form builder, you can:

Add questions: Click Add question, enter a label, and choose a response type (like Short text, Number, or Date). You can also mark questions as required.
Add sections: Click Add section to group related questions and make the form easier to navigate.

Once you have added all your questions and sections, click Save.

Use forms in workflows

The most common use for forms is within workflows to automatically collect more details after a request has been created. This eliminates back-and-forth communication and ensures your agents have all the information they need to get started.

To add a form to a workflow:

Navigate to Settings > [Your Workspace] > Workflows.
Create a new workflow or select an existing one to edit.
Set up a trigger, such as Request is created.
Click the + icon to Add action and select Collect information using a form from the action list.
In the action configuration panel, select the form you want to use from the dropdown menu.
Specify who the form should be sent to, such as the Requester or the Requester's manager.
Click Done to save the action, and then Publish your workflow.

Use forms in other processes

In addition to workflows, forms can be seamlessly integrated into your change management and journey templates.

Use forms in changes

You can embed forms as an action at any stage of a change template. This is useful for gathering structured feedback, risk assessments, or post-implementation reviews from stakeholders as part of the change lifecycle.

Use forms in journeys

Forms can also be added as an action at any stage of a journey. For example, during an onboarding journey, you can send a form to a new hire to collect their equipment preferences or to their manager to confirm access requiremen

Create a custom form

You can build forms with various question types, organize them into sections, and mark fields as required to capture all necessary information.

Navigate to Settings > [Your Workspace].

Under the Service Management section, click on Forms.

Click the Create button. You can create a form for a journey, change, or request. Create forms under the Requests section to include them in your workflows.

Provide a clear Name (e.g., 'Device details') and a Description that explains the form's purpose.

Click Create to open the form builder.

In the form builder, you can:

Add questions: Click Add question, enter a label, and choose a response type (like Short text, Number, or Date). You can also mark questions as required.

Add sections: Click Add section to group related questions and make the form easier to navigate.

Once you have added all your questions and sections, click Save.

Use forms in workflows

To add a form to a workflow:

Navigate to Settings > [Your Workspace] > Workflows.

Create a new workflow or select an existing one to edit.

Set up a trigger, such as Request is created.

Click the + icon to Add action and select Collect information using a form from the action list.

In the action configuration panel, select the form you want to use from the dropdown menu.

Specify who the form should be sent to, such as the Requester or the Requester's manager.

Click Done to save the action, and then Publish your workflow.