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A case form in Talkdesk Cases™ contains a group of preconfigured case fields to help Agents collect case information when handling requests. By default, Talkdesk Cases provides a built-in case form that Agents can use directly. In addition, Administrators can create new case forms by adding or removing case fields in them, including custom fields. Administrators can deactivate or delete case forms as needed.

Creating a Case Form

1. Click in the upper-left corner [1].

2. In the side panel that appears, click the gear icon  [2].

3. On the “Configurations” page, click Case forms [4] on the Manage tab [3]. On the Active tab, you can see the default case form, which is marked with “Default”.

4. Click Add form [5].

5. Provide the following information.

   • “Name displayed to agents” [6]: The name of the case form.

   • “Description” [7]: A description of the case form to provide more information.

   • “Behavior for contacts” [8]: Check Editable for contacts and set “Name displayed to contacts” so that contacts can select the form to submit a request.

   • “Available case fields” [9]: This section includes all the active case fields that you can add to the case form. You can search for a field by using the search box. To add a field, click the add icon , or drag the six-dot icon of a field to the “Fields” section on the left side. If there is only one active case form (namely, the default case form), newly created custom fields will be automatically added to this form. If there are at least two active case forms, newly created case fields will not be automatically added.

   • “Fields” [10]: All standard fields and custom fields listed in the “Fields” section are displayed on the case processing page. Namely, Agents can use these fields to collect case information. To remove a field, click the trash bin icon , or drag the six-dot icon of a field to the “Available case fields” section on the right side. “Subject” and “Description” cannot be removed.

     Note: You can reorder fields by dragging them to new positions. The order of case fields under “Fields” determines their display order on the case processing page.

6. Click Save form [11]. Newly created case forms will appear on the Active tab.

Note: You cannot manage the fields “Tags” and “Form” in a case form. They are displayed on the case processing page by default.

Managing a Case Form

1. Go to the “Case forms” page.
2. On the Active tab, click the ellipsis icon on the right of a case form, and then select one of the following options:
   • Edit: Modifies the existing case form. If a case field is added or removed from the case form, it may affect a case where the form has been applied. For more information, see Understanding How Custom Field Changes Impact Existing Cases. This option is also available to forms on the Inactive tab.
   • Duplicate: Clones the case form. You can use it as a template and make any change needed to quickly create a new case form. This option is also available to forms on the Inactive tab.
   • Set as default: Sets the selected case form as the default case form. “Editable for contacts” is checked automatically for the default form to ensure that there is a request form to display to contacts. The field cannot be unchecked as long as it is the default form, while “Name displayed to contacts” can be edited.
   • Deactivate: Makes the case form unavailable. The case form will be moved to the Inactive tab after deactivated. You cannot deactivate the default case form.
3. On the Inactive tab, click the ellipsis icon on the right of a case form, and then select one of the following options:
   • Activate: Reactivates the case form so that Agents can use it to collect case information again. After a case form is activated, it moves to the Active tab.
   • Delete: Removes the case form and the data it stores from Talkdesk Cases permanently. It means the form will be removed from all cases where this form was previously applied, including closed cases and unclosed cases. If you want to make the case form unavailable to Agents and contacts without losing the form data, you should deactivate it instead of deleting it. To delete a custom form, you must deactivate it first.

Notes:

• Deactivating a case form does not affect a case where the form has already been applied. This means the deactivated form will continue to be used for the case. However, if an Agent updates the case to use an active case form, the deactivated case form cannot be applied to the case again until it is reactivated.
• After a form is deactivated, the historical data of case fields will be preserved. If a new form that has the same fields is applied to the case, the previous field values will be used. For example, the “Subject” and “Description” values remain the same in a case after its case form is changed.
• If a case form is deleted, the “Form” field in unclosed and closed cases will automatically be empty. When the Agent goes back to the case processing page, the Agent is required to select a case form for these cases (exclude closed cases). The field values remain the same as those in the deleted form until the case is updated with another form.
• Exercise caution when deleting a case form because the operation is irreversible.
• You can also change the order of case forms by dragging the six-dot icon of a case form. This determines the order case forms appear in the case form drop-down list (for example, the “Form” field on the case processing page).