Building the ticket form

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The new-ticket form is not fixed. You can rename, reorder, require, switch off or add fields without touching any code.

Configure it under NiroHelp → Settings → Tickets → Form fields.

Each field is one row, and each row has these columns:

Column	What it does
Enabled	Unticking it removes the field from the form entirely.
Required	Marks the field required.
Label	What the client sees. Change it freely.
Placeholder	Hint text inside the box.
Type	A badge for built-in fields, because their type is fixed. A dropdown for your own fields.
Options	For dropdown fields only. One choice per line.

The six built-in fields

Field	Default label	Type	Required by default
Subject	Subject	text	yes
Description	Description	rich text	yes
Product	Product	product picker	no
Reason	Topic	reason picker	no
Urgency	Urgency	urgency picker	no
Order	Order	text	no

Two things worth noting:

• The reason field’s default label is “Topic”. The list itself is called Reasons. Rename the label here if that confuses your clients – the two are separate.
• Subject and Description are always on and always required, whatever the checkboxes say. They become the ticket’s title and body, and a ticket cannot exist without them.

The other four built-ins can be switched off. Their type cannot change – the badge is telling you a fact, not hiding an input.

Adding your own fields

Add a row and pick a type: text, number, email, long text or dropdown.

For a dropdown, fill Options with one choice per line, written as value:Label:

refund:Refund request
billing:Billing question
other:Something else

The part before the colon is stored; the part after it is what the client sees. Three things to expect from custom fields:

• Switching a field off stops new answers being stored but leaves everything already collected untouched.
• Deleting a row does not delete past answers. They stay on the tickets that already have them.
• Custom fields do not appear in the ticket editor’s details box, which shows only agent, urgency and order. Reading them back needs a developer, or a plugin that displays custom fields.

The embeddable form is different

The embeddable form – the one you can put on another website entirely – has its own fixed list of fields and ignores everything on this screen. Custom fields and switched-off built-ins do not reach it. See the Developers section.