Request form setup and customization

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

Choose your questions

The first text box in a request form is treated as the request title and the second text box is treated as the description. Duplicates are surfaced based on these first two text boxes. For more information on finding and resolving duplicates, see Duplicate and similar requests.

We recommend that you ask targeted questions to collect your customer's pain points and to understand what they’re trying to accomplish with your product. Use open-ended questions, such as “What is your workaround?”, rather than questions that require only yes or no answers, such as “Do you have a workaround?”.

We strongly recommend that you limit your form to 2-3 questions: choose one title question, one description question, and one solution-focused question. For example:


Title question

For the first (title) text box, we recommend a question focused on the problem that the user is trying to solve, such as:

  • What is your problem or request? (We’ll suggest similar items on the right)
  • What problems are you experiencing?

Description question

For the second (description) text box, we recommend a question that asks users about their end goal, such as:

  • What are you trying to accomplish?
  • What are you unable to achieve?
  • What is your goal?
  • How does this help you?
  • What’s your expected outcome?
  • How does this affect your workflow?

Additional questions

It’s also often revealing to ask what users are currently doing to meet their needs, what their workaround is, or what their proposed solution is. You could include one of the following questions to get more insight into the problem:

  • What is your current workaround?
  • What is your proposed solution?
  • What’s the impact of this?
  • How much time are you spending to solve this problem?
  • How does this problem impact your business?

Customize your request form

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

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

  • Information text block. A no-response text box for providing more information, if required.
  • Single-line field. A question with a single line of space for the answer. Use for questions that require a word or phrase.
  • Multi-line field. A question with multiple lines of space for the answer. Use for questions that require longer answers.


The text block supports HTML and inline CSS. For example, if you’d like to add a “Learn more” link, 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>


Add and remove elements

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.

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.

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 elements

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 and remove elements.

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