Custom Forms and Ticket Workflow
Custom Forms are documents that are completed on tickets to ensure that the sales/repair process is thorough and complete. There are many customizable fields to assign to a form, based on the purpose. Users can create triggers and requirements for forms to be completed by your staff or a customer before the ticket can be completed. Custom Forms also work alongside Qpop Companion to create a customer-facing screen to view and sign digital forms.
A few examples of forms that can be created are:
- Repair Intake Forms
- Repair Waivers/Work Authorizations
- Trade-In Condition Checklists
- Pre/Post Repair Checklists
- Device Condition Image Uploads
Admin users can create forms for a specific location or globally (all locations), while Location Admins can create and edit forms for locations where they have access.
Creating Custom Form Field Groups
Field Groups are user-defined requirements that change the behavior of the form. This will define which ticket types will have forms and when those forms need to be filled out by either the technician or the customer.
1. On the Navigation Bar, go to Settings -> Location Settings.
2. On the Settings Overview page, the left column has additional settings categories. Click Tickets to expand the dropdown and then select Custom Forms.
3. On the Custom Forms page, click Add Custom Form.
4. Begin filling out the Custom Field Groups. These are user-defined requirements and triggers that change the behavior of the form. For an in-depth explanation of Field Groups, check out Custom Forms: Field Groups and Form Fields. Required fields are marked with an Asterisk (*).
- Title - Assign a title to identify this form.
- Location ID - Select which location(s) will have access to this form.
- Ticket Type - Select which ticket type(s) will include this form to fill out during the flow.
- Active - Select whether this form will be active on tickets or inactive.
5. When you are satisfied with your selections, click Save field group settings.
Adding Form Fields to your Custom Form
Form Fields are used to populate the form with data collection fields. These fields can be customized to add supporting details, answer binary questions, make selections, and even upload files/photos. Required fields are marked with an Asterisk (*).
1. After creating the form Field Group, there will be a section at the bottom of the page to add Form Fields. Click on the dropdown to select what kind of field you would like to add. For an in-depth explanation of Form Fields, check out Custom Forms: Field Groups and Form Fields.
2. Begin filling out the Form Field. Required fields are marked with an Asterisk (*). In this scenario, we are adding a text field to enter the Serial/IMEI of a device. At a minimum, it is helpful to add a label and a placeholder.
Note: If you would like to include this information when printing a copy of your Custom Form, make sure Print Visible? is checked.
3. When you are satisfied with your changes, click Save Changes.
4. If you would like to add more fields, you can click the Add a field dropdown to select another field. In this case, we will add a Checkbox field.
5. Begin filling out the Form Field. Required fields are marked with an Asterisk (*). In this scenario, we are adding a checkbox field to mark whether or not the device has water damage.
Note: By default, the checkbox is unselected. If you would like to change the checkbox default to marked, type Yes in the Default Value field.
6. When you are satisfied with your changes, click Save Changes.
Editing and Sorting Form Fields
If you would like to make changes or delete a Form Field, there are available options under the Actions column of the Form Fields list.
Note: You can change the order of your fields by clicking and dragging the icon under the Order column on the far left.
Working with Custom Forms on Tickets
When creating or editing a ticket, the Custom Forms section will list any required forms plus any additional forms that are applicable, but optional, for the ticket.
Click the Edit button under the Actions column to make changes to a form.
Click the Print Button under the Actions column to print out a copy of the form. If the form is completed, the print button will print the form with all the values filled out. If the form is not yet completed, it will print an uncompleted version of the form where the form inputs can be filled out on paper.
Note: If you have a required field, it will need to be completed on the ticket to meet the form requirements.
If you are using Qpop Companion, click the Send to Qpop button to send the form to your customer-facing tablet.
If you need to save changes to the form but do not want to submit the changes, click Save Draft.
Once the form is completed, click Save & Submit. The form will now show as Submit Pending on the ticket.
Note: Any form with a signature field will only have the option to Save & Submit. This is to ensure that a customer's signature cannot be overwritten or reopened for edits after submitting the form.
A user with the Manager role can revert a submitted form back to Draft status by clicking the Undo button.
Note: Forms with an active signature field cannot be reverted.
When viewing a ticket with submitted forms, a user with the Manager role can view the signed form, print a receipt of the signed form (showing it was signed electronically), or print a copy of the form with the visible signature.