How to Build Customized Forms

Creating customized forms in CloudRadial allows you to streamline data in a consistent, scalable way ensuring that internal processes are maintained across all clients, starting from the form itself. 

There are many options to customizing forms that you should experiment with. This article outlines the core creation steps to get the most out of a form with the least amount of work. 

It does not cover every option possible within a form - only the most popular and effective things to customize to get the best results for you and your clients. 

This article outlines:

• An Overview of Where The Conext Comes From
• Where to Build Forms
• Building the Form Question Flow
• Setting Routing Preferences

Overview

This guide is based on the Deep Dive webinar on onboarding/offboarding forms. The specific reference video is linked below - watch it to understand where these options exist within the CloudRadial UI.

Step 1: Choose Where to Build the Form

There are two places in CloudRadial where you can have forms:

1. Service Requests (Visual): Ideal for onboarding/offboarding, hardware provisioning, and other structured requests.
2. Problem Reports (Text-based): Best for quick incident-style tickets.

We recommend using Service Requests for their better user interface and flexibility.

Step 2: Start the Form Setup

Navigate to a specific company to build a form just for them, or build under Partner > Content for broader distribution.

Need a refresher on content? Check out this article first.

1. Navigate to Support > Request Service or Support > Report a Problem (your pick based on step #1)
2. Click Add to create a new form.
3. Set the Category (e.g., Human Resources).
4. Title the form (e.g., New User Request).
5. Adjust options like:
   • Short Description
   • Button Text
   • Icon & Color
   • Pin to Service Request page (checked to display it prominently)

Note that Service Requests will have a few extra options (for visual display) that Problem Reports will not. Other than these purely visual options, each section will have the exact same capabilities.

Step 3: Build the Question Flow

Add the questions to the form with the available question types. As a best practice, structure your form with the user in mind:

Tip: Use Page Breaks

Break up long forms into sections using Page Breaks.

Example Layout:

• Page 1: General User Info (Name, Department, Job Title)
  • Page Break
• Page 2: Account Access (Email, VPN, Applications)
  • Page Break
• Page 3: Equipment Requests

Tip: Use Conditional Logic When Possible

Ask only what's necessary to make answering forms super straightforward for your clients.

Set visibility under each question via "Show More Options > Hide Until..."

Example:

• Q: Does the user need VPN access? (Yes/No)
• If Yes: Show follow-up Q: What VPN is required

Step 4: Set Routing Preferences

CloudRadial is most powerful when it's connected to a PSA, due to the fact that it can route ticket settings to a PSA directly, saving time. As you build and customize your tickets, set the ticket routing to the appropriate PSA board (or even email) destination. 

From the routing options, you can:

• Set default queues/statuses
• Enable Admin Approval workflows
• Set webhook notifications
• Build automations to third-party tools (like Power Automate, Rewst, Pia, and more)

Routing allows you to pick-and-choose your preferred settings of where the ticket will end up, saving you the most time in triage (and therefore overall resolution times) if you set it up effectively. The specific options depend on which PSA you have connected, and what's available to CloudRadial via your PSA's API.