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This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

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What you can do

Collect the details staff need before a structured request reaches the team. Where to find it: Settings → Ticket forms

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Before you start

  • Permission to configure tickets.
  • A destination inbox and a clear request category.

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Steps

1
Create a request type with a recognizable name such as Report a delivery problem.
2
Add the fields customers or staff need to complete, including labels, types and which are required. Avoid asking for passwords or unrelated personal data.
3
Configure its statuses and allowed changes between them. Review who should see or use the form.
4
Publish the request type, then expose the appropriate customer form through your portal configuration.
5
Submit a test request with valid information and one missing a required field. Confirm that the resulting ticket has the expected data and workflow.

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Example

A delivery form asks for order reference and issue description so staff do not need to ask the same questions again.

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Things to know

  • Existing tickets retain their original request-type version’s workflow.
  • An unpublished type is not a ready customer form.

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What happens next

Customers submit complete requests and staff work through an agreed set of ticket states.

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If something goes wrong

  • Form absent: check publication, portal configuration and intended audience.
  • Status change unavailable: check the ticket’s version and allowed transitions.

Create and follow a ticket

Track requests that need structured information and a clear lifecycle.

Offer a customer support portal

Let customers read help articles, submit requests and follow their own conversations.