Setting up Webforms

A webform is a contact form you embed on your own website. When a customer submits it, Pleased creates a ticket with the details they provided — no email address to publish, no inbox to monitor.

Forms are built in Pleased with a three-step wizard and rendered on your site by a small loader script.

Before you begin

You need:

• The Webform Manage permission.
• Access to your website's HTML, or someone who can add a script tag for you.

Step 1 — Name the form and choose a brand

1. Go to Settings > Webforms.
2. Select New webform.
3. Enter a name — this is internal, for your team to recognise the form.
4. Select the brand that should own the tickets this form creates.

Your progress is saved as a draft as you work, so you can leave the wizard and come back.

Step 2 — Configure the fields

Drag fields from the available list into the selected list, and reorder them to match the sequence you want the customer to fill in.

Three system fields have fixed behaviour:

FieldTypeNotesEmailEmailAlways present, always required — it is how the ticket correspondence reaches the customerDescriptionMulti-line textAlways present, always required — the body of the requestAttachmentsFile uploadOptional; add it when customers need to send screenshots or documents

Alongside these you can add your own metadata fields — see Your workspace settings for how custom fields are defined.

A live preview shows the form exactly as the customer will see it.

Step 3 — Get the embed code

The final step gives you the snippet to add to your site:

<div id="pleased-webform-container"></div>

<script
  src="https://form.pleased.com/widget/pl-loader.min.js"
  data-client="your-client-domain.com"
  data-webform-uuid="your-webform-uuid"
  data-target-element-id="pleased-webform-container"
></script>

AttributeRequiredDescriptiondata-clientYesYour client domaindata-webform-uuidNoThe form's identifier. Omit it to load your default webformdata-target-element-idYesThe id of the container element the form renders into

The form renders inside an iframe, so it cannot be affected by — or affect — the styling of the rest of your page.

You can also configure the form to display knowledge base articles alongside it, so customers see relevant self-serve content before submitting.

Step 4 — Publish and test

1. Add the snippet to your page and publish the change.
2. Load the page and submit a test entry.
3. Check the ticket appears in the helpdesk under the brand you selected.

Managing existing forms

The webform list shows every form in the workspace. Select one to edit its name, fields or embed options. Changes take effect on your website as soon as they are saved — you do not need to update the embedded snippet unless the form's identifier changes.

Troubleshooting

The form does not appear. Check that the container div exists on the page, that its id matches data-target-element-id exactly, and that the script tag was published.

Submissions do not create tickets. Confirm the brand selected in step 1 is the one you are looking at in the helpdesk, and check any views or filters you have applied.