Required vs Optional Fields
Each form question can be set as required or optional. Required questions must be answered before the form can be submitted. Optional questions can be left blank.
When to Use Required Fields
Mark a field as required when your staff cannot handle the ticket without that information. For example, an order ID is almost always required for a billing ticket — without it, staff have no way to look up the order.
When to Use Optional Fields
Mark a field as optional when the information is helpful but not essential. For example, asking for a screenshot URL or additional context. Users who have it can provide it, users who don't can still open the ticket.
If too many fields are required, some users will abandon the form entirely rather than filling everything in. Only mark fields as required if you truly cannot help without that answer.
Min and Max Length
You can also set minimum and maximum character lengths on any field. This is useful for ensuring quality answers — for example, setting a minimum of 20 characters on a description field prevents users from submitting a single word.
| Setting | What it does |
|---|---|
| Required | User must fill this field to submit the form |
| Optional | User can leave this field blank |
| Min length | Answer must be at least N characters |
| Max length | Answer cannot exceed N characters |
| Placeholder | Hint text shown inside the field before typing |