Web Forms

Web Forms in Zoho Assist help you collect support requests directly from your website and guide customers into the right support flow. You can use them to gather issue details, let customers join a remote support session, and route incoming requests to the appropriate department. 

A web form is a customizable form that you can embed on your website to help customers contact your support team more easily. Depending on how the form is configured, customers can: 

• Raise a support request - submit issue details directly from your website. 

• Join a remote support session - connect to an active session using a session ID.

Creating a Web Form 

To create a web form: 

• Log in to Zoho Assist and navigate to Settings > Remote Support > Self Service Portal.
  

• Click Create Web Form under Self Service Portal. 
  

• Configure the form using the Elements and Appearance tabs. The form preview updates as you build, so you can review the layout before saving.
  

Configuring the Elements Tab 

The Elements tab defines the structure and behavior of the form. 

• Form Title: Enter a custom title to display at the top of the form. 

• Modules: Choose which modules to enable. You can enable one or both depending on your support workflow: 

  • Join Session: Lets customers join a remote support session directly using a session ID. Default fields include name and email.

  • Raise a Request: Lets customers submit support requests from your website. Default fields include name, email and description.

• Fields: In addition to the default fields, you can add custom fields to the form. To add a field to the form, click the field from the list and drag it onto the form. Each field can be marked as mandatory or optional based on your requirement.
  

• Sections: Sections help organize fields into meaningful groups and improve form readability. To add a section, click Add Section on the right panel, enter a section name, and click Add.
  
   

Customizing the Appearance 

The Appearance tab lets you control how the form looks on your website. You can customize: 

• Theme color 

• Font style and font size 

• Form width and maximum height 

These settings help align the form with your website's branding and layout.

Saving the Web Form 

After configuring the form, click Create Web Form 

• Enter the following details in the dialog that appears 

  • Form name 

  • Department: Routes incoming requests to the right team (e.g., Technical Support, Billing, Sales, Customer Service). 

  • Success message: The message shown after a form is submitted (e.g., Thank you. Your request has been submitted successfully.). 

• Click Save.
  

Managing Web Forms 

Once a web form is created, it will be listed on the Web Forms page. From here, you can view and manage all your forms. For each form, the following actions are available:

Preview - Review the form layout, field arrangement, enabled modules, and visual styling. 

Click the More (three-dot) icon on any form to access the following actions:

Edit - Modify the form configuration, including elements and appearance settings. 

Deactivate - Temporarily disables the form. The form may remain embedded on your website, but users will not be able to access or submit it until reactivated. 

Delete - Permanently removes the form. It will no longer be accessible to users, including on any websites where it is currently embedded.

Embedding the Web Form 

The created web form can be embedded on your website. To get the embed code: 

On the Web Forms list page, click the Embed icon next to the form you want to embed.

Zoho Assist provides two options: 

• Embed code 

• iFrame code 

Choose the method that best suits your website setup and copy the code into your web page.

How the Embedded Form Appears 

Once embedded, the web form appears as a widget on your website. Customers can fill it out directly without leaving the page.