Knowledge Base

Support Form

Allow your users to ask questions or request support without having to leave the portal. Users can use the support form to contact the right department when they need assistance.

With different flows you can redirect the support requests to the right person, team or department. For example, a flow for technical assistance that will be sent to your technical support department and a flow for content related questions that will be sent to a team of content managers.

Save your users time and ensure their questions are sent to the right party by setting up your support form.

Watch a Video

Watch this demo to find out how you can start setting up your support forms.

How to Set Up a Support Form?

When you set up a support form for the first time you'll first set up the general form. Once your general form is in place you can set up additional forms that are only visible to specific permission profiles. This allows you to offer specific assistance to certain permission profiles. For example, only allow portal administrators to request legal support.

I Want to Set Up the General Support Form

Follow the instructions below to set up the support form.

When you enable or disable elements for the form the preview on the right side will show you what those changes look like.

  1. Go to settings_menu.png Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.

  2. (Optional) Click Create general support form if you've haven't set up a support form before. This general support form will be available to all logged-in users.

  3. (Optional) Toggle the Show knowledge base message switch to display a link to the Knowledge Base in the form.

  4. (Optional) Toggle the Automatically log in users to knowledge base switch to allow users to be logged in to the Knowledge Base directly.

    Note

    This feature is intended for portal administrators as they're more likely to have an account set up in the Knowledge Base. We recommend disabling this option for the general form and enabling this option for a profile specific form that is only available for the portal administrator permission profile.

    It's required that they already have an account set up in our Knowledge Base. On this page they can also find their open tickets with the Bynder Support team.

  5. (Optional) Click ➕ New field to add a form field, which you can use to retrieve additional data when the users fill in the support form.

    • Enter a name for the field in the Label field.

    • (Optional) Select the Required field option if you want to make the field required.

    • Open the Type dropdown and select Text input if you want users to enter text in the field or select Select field if you want them to choose an option from a list.

    • (Optional) Enter the options that the users can choose from in the Input select field option fields. Click ➕ Add option to add other option fields.

    • Click Add to add the new field.

    • (Optional) Click ➕ New field to add other fields for your form.

  6. Click ➕ New subject to set up a subject type and the receivers for this subject.

    By setting up the right subject(s) your users can select the right point of assistance for their question. By setting up the appropriate receivers for a subject you can offer the right type of assistance to your users. For example, a subject for technical assistance and a subject for content related questions.

    • Enter a label for the subject in the Label field. The text you enter will also be included in the email's subject that the receivers receive.

    • Enter the name of the recipient in the Recipient name field.

      The name will be included in the email's subject, which allows you to specify who should be looking at this request. This can be useful when sending the requests to a generic email address.

    • Enter the email address of the recipient(s). Comma separate multiple email addresses.

    • Enter the email address of the recipients you want to copy privately in the BCC emails field. Comma separate multiple email addresses.

    • Click Add to add the new subject.

    • (Optional) Click ➕ New subject to add other subjects for your form.

  7. Click the Save form button in the top right corner of the screen.

I want to Set Up Additional Forms

If you've already set up the general support form you can set up additional forms. Make use of additional forms if you only want users with specific permission profiles to request a specific assistance.

When you create an additional support form the configuration of the general support form will be used as a starting point. Add extra fields, subjects and/or recipients to tailor a support form for specific permission profiles.

When you enable or disable elements for the form the preview on the right side will show you what those changes look like.

  1. Go to settings_menu.png Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.

  2. Click the ➕ New form button in the Profile specific forms section. A new form will be opened and the configuration of the general support form will be used as a starting point.

  3. Add the specific permission profiles for which you want enable this specific support form in the Form access field.

  4. (Optional) Toggle the Show knowledge base message switch to display a link to the Knowledge Base in the form.

  5. (Optional) Toggle the Automatically log in users to knowledge base switch to allow users to be logged in to the Knowledge Base directly.

    It's required that they already have an account set up. On this page they can also find their open tickets with the Bynder Support team.

  6. (Optional) Modify and/or delete any of the additional form fields and subjects that were set up in the general form.

    • Click the edit_support_form.png button next to a form field or subject to modify it.

    • Click the trash_support_form.png button to delete a form field or subject.

  7. (Optional) Click ➕ New field to add a form field, which you can use to retrieve additional data when the users fill in the support form.

    Check the instructions for setting up a general form for more instructions on how you can add fields.

  8. (Optional) Click ➕ New subject to set up an additional flow and the receivers for this subject.

    Check the instructions for setting up a general form for more instructions on how you can add fields.

  9. Click the Save form button in the top right corner of the screen.

How to Manage Support Forms?

  1. Go to settings_menu.png Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.

  2. Click the General support form in the General form section to edit the general support form or click one of the available profile specific forms in the Profile specific forms section.

  3. Make the necessary changes and/or add extra form fields and subjects.

    • Click the edit_support_form.png button next to a form field or subject to modify it.

    • Click the trash_support_form.png button to delete a form field or subject.

  4. Click Save form to save the changes you made.

How to Delete Support Forms?

  1. Go to settings_menu.png Settings > Advanced settings > Portal settings and click Support Form in the left sidebar.

  2. Click the trash_support_form.png button for the general support form or for a profile specific form to remove it.

  3. Read the warning message and click Delete support form or Yes, delete to permanently remove the form.

Note

  • Removing a (profile specific) support form is permanent and can't be undone.

  • When you remove the general form all available profile specific forms will be automatically removed as well.

Learn More