Customize the request form

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This article walks you through creating a request form so that you can collect the data you need to make product decisions. This puts you in control of the Feedback experience.

For an overview of the individual elements of the request form and recommendations for wording questions, see The Feedback request form.

Open the form builder

To customize your request form, navigate to Settings > Product Settings > Customize Request Form in the left-side menu.

This takes you to the form builder, which consists of three elements to choose from. You can use any combination of these fields in your form.


Information text block

An information text block is a no-response text box for providing more information to users.

The information text block supports HTML and inline CSS. This allows you to directly link your Product Feedback Policy. For example, you could include something like:

“If you’d like to learn more about our Feedback Process, see <a href=’https://your.url’ target=”_blank”>this article.</a>.”

CSS customization is limited to the following tags: <em>, <string>, <b>, <a>, and <br>. For example, the code below wouldn't read the <i> tag to italicize text, but would read the <b>for bolding and the <a> for creating an href link:

<b>Need help?</b> Go <a href="">here</a> - <i>this should be italic</i>


Single-line field

A single-line field is a question with a single line of space for the answer. Use the single-line field for questions that require a word or phrase.

Multi-line field

A multi-line field is a question with multiple lines of space for the answer. Use the multi-line field for questions that require longer answers.

Add fields

To add an element to your form, drag-and-drop the element into the form. Enter your text or question for each element you add to the form. Select an area outside of your element to add it to your form.

Place your elements in the order in which you want them to appear. Use the arrow in the top-left corner of the element to drag-and-drop the element to a different position.

You can also make subsequent responses required by selecting the checkbox at the bottom of the element. We highly recommend making the second (description) response box required as well.

Edit fields

You can edit elements directly by selecting inside the text box and editing the text. 

You can also allow your users to upload .png and .jpg files of up to 10MB when they fill in the form. Select the Allow visitor uploads checkbox in Feedback Settings > Product Settings > Customize Request Form to turn this feature on for your Visitors. Internal users can upload any file type of up to 250MB.

If you do allow uploads, ensure that your users know that these files are visible to all users, and so confidential data shouldn’t be included. Consider adding an information text block to remind your users of this. For information on adding elements, see Add elements.

Once you’ve created the form you want, select Save Form Layout at the bottom of the form builder.

Remove fields

To delete an element, select the cross (x) in the top-right corner of the element you want to remove. You can’t remove the top (title) element but you can edit it. For more information, see Edit elements.


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