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Webforms
Webforms can help stakeholders & the customers of an organization easily report issues
Squadcast allows organizations to expand their customer support by hosting public Webforms, so their customers can quickly create an alert from outside the Squadcast ecosystem. Not only this, internal stakeholders can also leverage Webforms for easy alert creation.
Webforms also support custom CNAMES so you can host them on your own domain, say https://support.example.com.
Check out our blog post here for more information!
Webforms will be available in the Pro and Enterprise plans only.

Configure a Webform

To configure a webform:
  1. 1.
    Navigate to Webforms from the navigation bar
  2. 2.
    Select “Create Webform”
  3. 3.
    Setting up a Webform consists of 4 steps:

Step 1: Form Configuration

  1. 1.
    Give the Webform a Name
2. By default, every Webform has a public URL (Squadcast hosted). However, you can also set up custom CNAMES so you can host them on your own domain
3. Associate tag key-value pairs with your Webforms

Step 2: Define Owner & Services

  1. 1.
    Choose the owner of the Webform. The owner can be a user, squad or the entire team itself, in which the Webform is being set up
  2. 2.
    Select the services that would be displayed on the Webform. For the selected services, aliases can be defined. This is especially important since your services in Squadcast might have names that are internal/technical for your customers/stakeholders

Step 3: Severity Configuration

  1. 1.
    Here is where you can define the severities that reporters can associate with the alerts they are creating. These severity options would be available on the Webform as a drop-down for the reporter to choose from
  2. 2.
    Give each severity type a name and description. This helps the reporter to understand which severity would be most relevant to them while creating the alert

Step 4: Customise your Webform by providing Additional Details

  1. 1.
    Fill in the Form Header, Title and Description fields to customise and give more context to your users
  2. 2.
    Upload a logo (of size not larger than 70 kB)
  3. 3.
    The Footer Text and Link fields can be used to route your users to your website, a mail link or even a Status Page if you use one!
  4. 4.
    If you want your reporter to receive email updates for the issue reported, you can choose the option(s) - send email on issue “trigger”, send email on issue “acknowledged by internal team”, send email on issue “resolution”
With this, your Webform configuration is complete! Depending on the mode of set up for hosting your Webform, your Webform will now be publicly accessible.
Issues reported here will create incidents in Squadcast for the selected Service. The severity selected here gets added as a tag to the incident. Creation of the incident will in turn, will trigger the Escalation Policies accordingly.
There are 2 ways in which the right responders are notified for Webform incidents:
  1. 1.
    If there are Routing Rules defined for severities of the services listed in the Webform, the tag would then trigger the configured Routing Rules. Based on the Routing Rules defined, the right user, squad or escalation will be notified for the incident.
  2. 2.
    If there are no Routing Rules defined for severities of the services listed in the Webform, then the default escalation policy of the service for which the incident has been triggered will be executed.
Things to Understand
1. Every user in the team needs to have the right set of permissions (configured from the Settings page) to CRUD Webforms
2. The listing page for Webforms contains the following information:
a) The name of the Webform
b) Quick link to the Webform
c) Form Owner
d) Quick link to view incidents (Tip: Once you land on the Incident List page, apply the filter Alert Source > Webform)
e) Services associated with the Webform
f) MTTR of the incidents associated with each of the Webforms; this metric helps teams understand how quickly customer/stakeholder reported issues are being resolved
3. Once a Webform is deleted, it appears as grayed out in the listing page of Webforms
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Configure a Webform