Forms on Tickets

Overview

Forms on Tickets help teams capture structured, reportable data directly within support tickets. Instead of relying on free-text descriptions, admins can define exactly what information CSRs should collect — from root causes to resolution steps — and guide them through complex procedures so no steps get missed.

Forms are powered by Custom Objects, gaiia's existing structured data system. This means form data is reportable, filterable, and available in Snowflake for analysis alongside all other Custom Object data.

Forms on Tickets must be enabled by gaiia. Contact your gaiia representative to have this feature turned on for your organization.

Permissions

• Creating and managing forms: Users must have access to Objects → Custom Objects in Settings.
• Associating forms with ticket templates: Users must have the Tickets > Settings permission.
• Using forms on tickets: Users must have the Tickets → Edit and Custom Objects -> Records permissions

Creating a form

Forms are created as Custom Objects. To create a new form:

1. Navigate to Settings.
2. Open the Objects page — you will see a list of all existing objects.

3. Click New Object.
    

   

4. Enter a name for the form (e.g., "Customer Satisfaction Survey"). For forms, you can use the same name for both singular and plural.

5. For the Primary Display Field, select Auto Number. This is important for forms, as it ensures each form record has a unique identifier.
    

   

6. Click Create.

Once created, you will be taken to the new Custom Object page where you can start adding fields.

Adding fields to a form

After creating the Custom Object, add the fields that CSRs will need to fill out:

Do not set fields as unique for ticket forms.

1. Navigate to the Custom Object you created.

2. Click New Custom Field.
    

   

3. Enter a Field Name.

4. Select a Field Type.

   For a complete description of all available field types, refer to our Custom Object documentation.

5. Choose whether the field should be Required. Required fields must be completed before a ticket can be moved to a "Closed" status.

6. Click Create.
    

   

Repeat this process for each field you need on the form. You can edit or archive fields at any time from the Custom Object page.

The "Unique" option is generally not needed for form fields unless you have a specific use case that requires it.

Configuring the form layout

After adding fields, configure how they are organized and displayed on the ticket:

You do not need to add the Auto Number identifier field to the form layout — it will not be displayed to users when they fill out a form.

1. On the Custom Object page, click Actions.

2. Select Configure Form Layout.
    

   

3. Click New Section to create a section (e.g., "Call Details", "Survey Details").
    

   

4. Add fields to each section by dragging and dropping them from the available fields list.
5. Repeat to create additional sections as needed.

6. Reorder fields and sections by dragging and dropping as desired.
    

   

7. (Optional) Click Preview to see how the form will appear to CSRs.
8. Click Save.

You can return to this page at any time to add, remove, or reorder sections and fields. Changes are reflected on all existing and future tickets that use this form.

Associating a form with a ticket template

The only way to use a form on a ticket is through a Ticket Template. To associate your form with a template:

1. Navigate to Ticket Settings.
2. Open the Templates tab.

3. Click New Template (or edit an existing one).
    

   

4. Enter a Template Name and configure the standard ticket attributes (type, priority, description, etc.) as needed.

5. In the Form field, search for and select the Custom Object you created (e.g., "Customer Satisfaction Survey").
    

   

6. Click Create.

Once associated, any ticket created using this template will automatically include a Form tab.

To remove a form from a template, click Edit on the template and clear the form selection.

Creating a ticket with a form

After a form has been associated with a Ticket Template:

1. Navigate to the Tickets table or any entity that supports tickets (such as an Account).
2. Click New Ticket.

3. Select the ticket template that has an associated form.
    

   

4. Complete the ticket creation fields as usual and click Create.
5. Once the ticket is created, a Form tab will appear as the first tab on the ticket, containing all the fields you configured.

The form cannot be filled out during ticket creation — it is only accessible after the ticket has been created, via the Form tab.

Filling out a form on a ticket

Once a ticket with a form has been created:

1. Open the ticket.
2. Click the Form tab (the first tab on the ticket).
3. Fill in the form fields — select dropdown values, search and link records from other objects, or enter text as needed.

All form inputs are auto-saved.

When forms are editable

• Unstarted or In Progress tickets: The form is fully editable.
• Closed or Archived tickets: The form is read-only.

If a ticket is reopened from a "Closed" status, the form becomes editable again.

Closing a ticket with a form

When a ticket has a form with required fields, all required fields must be completed before the ticket can be moved to "Closed".

If required fields are incomplete, the system will block the status change and display a message informing you that all required fields must be filled out. Complete the missing fields on the Form tab, then close the ticket.

How Custom Object changes affect forms

When a Custom Object is updated, changes are immediately reflected on all existing tickets that reference it as well as any newly created ones. This includes adding, removing, reordering, renaming, or archiving fields.

If a Custom Object is archived, all associated forms on tickets will become read-only.

Reporting

All form data captured on tickets is available in Snowflake. This allows managers and analysts to report on form field values across tickets — for example, identifying the top root causes driving support volume or tracking customer satisfaction trends.