What Are Custom Ticket Forms?

Custom ticket forms let you create structured intake forms for different types of customer requests. Instead of a single generic contact form, you can offer specialized forms — for example a "Return Request" form with order number and reason fields, or a "Technical Support" form with product and error description fields.

Custom ticket forms can be used in two places:

• Chat Widget — visitors choose a form type in the pre-chat form before starting a conversation
• Helpcenter — a dedicated "Submit a Ticket" page where visitors fill out a form

Creating a Ticket Form

Navigate to Channels → Website Chat → Forms tab (requires Pro plan or higher). Click "Create New Form" to start building.

Form Settings

Setting	Description
Form Name (EN)	The form name displayed to English-speaking visitors
Form Name (NL)	The form name displayed to Dutch-speaking visitors
Description (EN)	Optional description explaining the form's purpose (English)
Description (NL)	Optional description explaining the form's purpose (Dutch)
Show in Widget	When enabled, this form appears as a selectable option in the chat widget's pre-chat form
Show in Helpcenter	When enabled, this form appears on the helpcenter's "Submit a Ticket" page

Adding Custom Fields

Click "Add Field" to add custom fields to your form. You can add up to 20 fields per form. Each field has:

Setting	Description
Field Type	Choose from 8 field types (see below)
Label (EN / NL)	The field label in both languages
Placeholder (EN / NL)	Optional placeholder text in both languages
Required	Whether the field must be filled out before submitting
Options (Dropdown only)	Comma-separated list of options in EN and NL

Supported Field Types

Bugalou supports 8 field types for maximum flexibility:

Type	Description	Example Use
Text	Single-line text input	Order number, product name
Textarea	Multi-line text area	Detailed description, error message
Dropdown	Select from predefined options	Category, priority, department
Checkbox	Yes/no toggle	Consent, confirmation
Number	Numeric input	Quantity, order number
Email	Email address with validation	Alternate contact email
Phone	Phone number input	Callback number
Date	Date picker	Order date, preferred callback date

Reordering Fields

Use the ▲ and ▼ buttons next to each field to change the display order. Fields are shown to visitors in the order you define.

Using Forms in the Chat Widget

When you enable "Show in Widget" on one or more forms, they appear as clickable cards on the home screen alongside your FAQ items. Clicking a form card takes the visitor directly to the pre-chat form with that form's custom fields pre-loaded.

When a visitor requests a human agent via the AI chatbot, the pre-chat form shows all available forms with an "Other question" option selected by default — so custom fields only appear when the visitor explicitly chooses a specific form.

The selected form and all field values are stored with the conversation and visible in the contact sidebar in your inbox.

Using Forms in the Helpcenter

When you enable "Show in Helpcenter", a "Submit a Ticket" button appears on your helpcenter page. Visitors can select a form type, fill in the custom fields along with their contact information and message, and submit a ticket directly from the helpcenter.

Submitted tickets create a new conversation in your inbox with all form data attached.

Viewing Form Data in the Inbox

When a conversation was started with a ticket form, the contact sidebar in your inbox shows a "Form Data" section. This displays all the custom field labels and their submitted values, so your team has all the context they need at a glance.

Plan Requirements

Plan	Custom Ticket Forms
Free / Starter	❌ Not available
Pro (€109/mo)	✅ Unlimited forms & fields
Enterprise	✅ Unlimited forms & fields