Create a client facing form in Autotask Client Portal

hi everyone ever wondered how to create a form for your clients to fill in either for onboarding or new hardware requests something like that and have that updated ticket in order to ask if that is of interest to you then this video is for you [Music] hi everyone Chris Timm here from sundela Consulting in this video I'm going to talk about how to create a form in the client portal in order task and Link this into a ticket so I get asked this all the time you know how do I go ahead and and get my customers to fill in some information on a form could be a web form anything like that and Link that into all the tasks so of course you can do this with external forms but there is the ability to do this actually directly from the client portal directly within all the tasks so let's go and take a look at how we would do this so the very first place we want to start is we want to go into the admin module and then go into features and settings so what we do is once we're in features and settings under the service desk area here we want to create a new ticket category so you can see we've already got one for new starter and onboarding but I'm just going to go ahead and actually create um you know maybe I'm actually going to create another new starter one so let's just go you know new startup or yeah news data so what we can do is we should make this ticket category here as a service request and the title we can just call this you know new starter or something like this what you can then do is under the details tab you can see here you have the ability to create a new section and create a new user-defined field so let's create a new section and maybe we can just call this new user details or something to this effect so you can see now what it'll do right down here just under the user defined Field section it creates this new user details section I'm actually going to drag this all the way to the top what I'm then going to do is I'm going to create a new user-defined field so in here I can create a new so maybe this I'm going to call um you know username something like that I think I may already have one in there but I'm also going to tick this box that says appears in client portal now this is something that's very very important because we want this to actually appear inside the client portal so that when the clients actually select that it's it's going to give them that um that user-defined field we can also change the type of field in this case we just want this to be a text field um and very simply okay so it's already got one so I'm just going to call this username one for example and then I'm also going to go create another user-defined field and maybe here I want to get um you know information about maybe what their full name should be or maybe you know what department they're in so let's just call this department okay and then I'm going to also tick this to say and I think I may need to just call this department one as well and then last but not least we're going to create another user-defined field and maybe here we're going to say you know like Services needed or something to that effect and then this I can make a a list field so what I'm going to do I'm actually you know what I'm going to do is cancel this one and actually make it um a multi-select list and then I'm going to create a new list and maybe call this you know they might need you know access to office 365. and then also need access to um you know maybe azure your user may not necessarily know this um but anyway this is the information of you know what what information does this customer need and we're going to say appears in client portal so this particular one um we won't be able to put into the client portal but that's okay because this is actually something that we want to add later on you know what kind of services do we actually need um when it comes to um you know to creating this ticket so here you can see here's all of our username Fields all the the udfs that we selected so what I'm going to do is come back up to here to new user details make sure that this new user details is highlighted so you can see by clicking on here it goes blue what I can then do is to come into here and select let's just select this username one say make field visible and we want Services needed make field visible and maybe we also wanted um you know some other information I think we had Department in here somewhere as well nonetheless we'll just put them into where we are oh here we've got Department there already so there's Department there's Services needed and then let's just put username one make this visible so what you'll see by having highlighted this at the top when I make these fields visible they automatically go into the section at the top okay and if I save and try this ticket category what you'll see here is that this will give us the ability to um to basically have these fields now in here so you can see here's our new user details Services needed so we can pick this information as we need it um the department so this is basically sitting on the new ticket category now you're probably wondering at this point what's the ticket Calgary got to do with this and actually all will be revealed as soon as we start to look at information about how to set this up on the client portal if you're enjoying this content I'd love it if you could give me a like And subscribe it really does help um the the Google algorithm to uh to to push this app through um through Google um I would really really appreciate that if you're enjoying this video so let's go and have a look at how we would actually do this in the client portal so what we can do is again from the admin module go into extensions and Integrations and under client portal and task fire we now have the ability to come into here and create what we call service request types so under the service request types now these are kind of very similar to what you're going to get with um you know those ticket categories but these are going to be specific for the client portal uh not quite sure whether that's not working oh there you go it was just a little bit slow okay so here you can see here is our our um request type so I'm going to create a new request type at this point and then I'm going to say you know maybe this is going to be for new user something to that effect and then it's going to ask me um you know which uh which ticket category I want to use so at this point I'm now going to use this new starter ticket category I'm also going to Market this as active so all the way down the bottom here I now have the ability to see these three fields that I actually had created um before so I'm going to just come in here and say Here's my username my department I seem to have all of them so I'm actually just going to edit the ones that I don't want so let's just not do department and let's not do username okay so here's username one and Department one and we're making those um are those visible what I'm then going to do is simply go ahead and save and close this request time what I can now do is if I go into the actual client portal itself so I'm just going to find the name of the company and you can always access the client portal in order task as a user by just going into the user's details finding the contact information and then from here under the contacts you would simply click on the contact name itself and then under the client portal tab there will be you need to activate this first so that it then sends them an email and then you'll have this option up here that says preview client portal so when you click on preview client portal this is now going to view the client portal as though this was that particular user so once this opens up watch your bell to see is is I'll be able to go in and select that request type when I create a new ticket and I'll have that information automatically then filled in and created with an order task okay so here we go um if I simply click on new tickets and then on the request type I can select new user now this is me doing this as the customer and I simply click on continue and then from here I can say okay I need a new user so let's just go new user new user and then right down at the bottom it's asking me that additional information so I can say you know I need this for um this particular user and he's going to be in you know this location so when I then click on save ticket I need to actually fill this in as well I can go ahead and save the ticket now before we do this you can obviously customize any of this so you can have you know if it's a new user request you can have that pre-filled in you can have the description pre-filled in you can remove the service provider priority so you can move things around and dig things around a little bit you can also actually make these as required fields on the client portal um as as well so I'm simply just going to go ahead and say save and what you'll see at this point um this will now create the ticket for me and once the ticket is created in all the tasks I will then be able to actually see that stuff being filled in um when when I log into all the tasks so let's go ahead and have a look so here I can see here is this ticket that's been created I'm simply going to go ahead and copy this here I can see the information that was entered and if I just jump back into order task and go into the search function and let's just go ahead and search for this ticket number oops search for the ticket number what you'll find is when I open up this tickets there it is I can see that this is now linked into the ticket category called new user or new starter it's automatically got new user and here on my user defined fields that have now been pre-filled in from that form on the client portal so really really good way of kind of being able to customize your your ticket category with the user information that you want making sure that you check that box when you create a user-defined field to be visible on the client portal and uh and now you can see we also have the service needed so now I can go okay well I now know that Robin you know needs these details of whatever so he's going to need to have um uh you know Azure and office 365. so I can fill those in as well myself and this is giving me the ability now when I send this over to the next team who's ever going to do this those Services um and and all of that information is already there so this is a really really good way if you wanted to use the client portal in order to ask a really good way to kind of create a form and have your clients fill that form in um and and have that update the ticket so I hope that was useful um if you enjoyed this video I'd really appreciate it again if you can like And subscribe it really does help me to to make more of these videos thank you very much for watching and I look forward to seeing you on the next video [Music] thank you [Music]