Set up a form

Build a Ravenna form with system and custom fields to collect structured information from requesters and route every ticket to the right team.

A form is a template for one kind of request. It captures exactly what your team needs to act, using system fields like requester, description, and priority, plus custom fields for the details only your team cares about. The payoff is that requests arrive complete instead of starting a round of clarifying questions.

Time: about 15 minutes.

Interactive walkthrough

Step-by-step

1. Go to Forms

   Click Forms in the left sidebar.

   
2. Create a form

   Click the box to create a new form.

   
3. Fill in the details

   • Icon to represent the form
   • Name it the way a requester would describe the problem, not the way your team describes the fix. Employees see this name in Slack and in the Portal.
   • Description explaining when to use it

   This example creates an MFA reset form.

   
4. Open the form

   Click the card, or choose Edit from the three-dot menu.

   
5. Add fields

   Every form needs at least one field. For MFA reset, add:

   • A custom Select field asking whether the user is fully locked out
   • A custom Text field confirming the email address to reset

   

   Ask only for what changes your response. Every optional field is a field a requester will skip and a field your team will have to read past.

   Learn more about custom fields and ticket attributes
6. Set default ticket options

   Open the Defaults tab.

   

   Defaults apply to every ticket created from this form:

   • Priority
   • Tags
   • Assignee, to set ownership on arrival
   • Channel, to publish the ticket into a public channel

   In this example the tag and channel defaults mean every MFA reset posts a ticket mirror in the public channel and arrives tagged MFA.

7. Publish it

   New forms start in Draft so you can finish configuring them before anyone sees them. When you are ready, use the Publish toggle in the form header.

   You manage the full Draft, Published, and Archived lifecycle and the form’s audience from the same page.

   Learn more about form lifecycle and audience settings

Where forms show up

Once published, the same form is available everywhere requests come from:

• In Slack, through the Ravenna app or a shared form link
• In the Portal, on the Start new request tab if you feature it
• Filled in conversationally by an AI agent, so a requester never has to open a form at all
• As a public link requiring no login, for contractors and vendors

Next

A submitted form is a trigger. Now make something happen when one arrives.

Set up your first workflow

Automate what happens after this form is submitted, without writing any code.