KDesk Forms

This article explains the current Forms feature in KDesk, including template management, the form builder, public and assigned submission flows, form assignments, and response review.

How to Access Forms

KDesk currently exposes forms through two main member pages: Forms > Templates and Forms > Responses. Template creation and editing currently rely on the member being an account owner or having ticket-management capability. The Responses page is shown to account owners and to members with View form responses.

Forms Areas

Area	What it does
Templates	Lists form templates, lets members search, create, edit, copy public links, and delete templates.
Template Builder	Builds field layouts, ticket defaults, submission settings, success messages, and external submission details.
Public Submission	Lets a user or contact submit a public form link that can create a ticket.
Assignments	Assigns an existing form template to a contact or internal account for a specific ticket.
Responses	Lets staff search submitted responses, review answers, and download attached files.

Templates Page

The Templates page supports search, pagination, create, edit, delete, and public-link copy actions. Templates display badges such as Public and Assignable, show the field count and creation date, and let members copy the public submission link when the template is public.

Field Types in the Builder

Field type	What it supports
Text	Single-line input with placeholder, default value, regex validation, and required-state support.
Message	Long-form response area with placeholder, default value, regex validation, and required-state support.
Choice	One or many selectable choices, optional maximum selections, and required-state support.
File	Single uploaded file field that stores the attached file with the submission.

Every field also supports a Field name, Description, sort order changes, and removal from the canvas.

Form Template Builder

The form template builder is covered in more detail in a separate guide. It explains the field types, ticket defaults, submission rules, and the settings that shape the form experience before someone submits it.

See Form Template Builder for a fuller walkthrough of how to design a form and set its submission behavior.

Template Settings

Setting	What it does
Allow form to create tickets	Creates a shareable form link that can open new tickets for the workspace.
Allow form to be assigned	Makes the form available inside ticket assignment workflows.
Require contact sign-in	Requires an eligible contact to sign in before submitting.
Allow external submissions	Lets approved external websites or integrations send submissions when the team has enabled that capability.
Create contacts if not found	Creates a contact automatically when the submitter email is not already in KDesk.
Restrict to known contacts	Limits submission to contacts who already exist in the workspace.
Submission domain allow list	Limits eligible submissions to approved email domains where applicable.
External origin allow list	Limits approved external submissions to trusted website origins.
Success message	Shows a custom confirmation message after successful submission.
Background image URL	Sets the background image used on the public submission page.

Some settings are locked by team-level form controls. For example, a template cannot create tickets if the team has disabled Forms can create tickets, and a template cannot accept external multipart submissions if the team has disabled External multipart submissions.

Ticket Creation Defaults

The builder also includes a Ticket Creation panel. This lets the team prefill the created ticket title, description, category, status, priority, channel, and assigned users / groups. Form answers can also be reused in the created ticket so submitted information carries over automatically.

Public and Assigned Submission Flows

KDesk supports several submission experiences depending on how the form is shared:

• Public submission: a shared form link that creates a ticket or collects information from the responder.
• Assigned submission: a form sent to a specific contact or team member from a ticket workflow.
• Authenticated submission: a form that requires the responder to sign in before continuing.

Before a submission is accepted, KDesk checks required fields, text-format rules where they are configured, and the responder email in public submission flows. File fields allow the responder to attach a file with the form response.

Form Assignments

Members can assign an assignable template to either a Contact or an Account on a ticket. The assignment modal includes an assignee selector, a form-template selector, and an optional due date.

Contact assignments are blocked when the selected contact is inactive, when the contact does not have portal access, or when the team has disabled portal access for contacts. Edit mode keeps the existing assignee fixed and lets staff update the template or due date.

Responses

The Responses page lets staff search by form, ticket, email, or IP; filter by response type; filter by submitter; and limit by date range. The page also shows summary cards for total matching responses, assigned responses, and public responses.

Each response card shows the template name, submission time, response type, authentication status, submitter identity, related ticket ID when present, and responder email. When attachments exist, KDesk lists downloadable files on the response card. Opening a response loads the source template and shows the field-by-field answers, including choice values, rich-text answers, and attached files.