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How do I create a ticketing system form?

Create a Ticketing System Form

Also known as: setting up an architectural request form, creating a ticket form, new ticketing form, ARC request form setup

What Is a Ticketing System Form?

The Ticketing System lets you build custom forms so members can submit requests — architectural changes, maintenance requests, key fob orders, parking space requests, pool reservations, and similar items — for administrative review. Once submitted, you (the admin) can comment, request modifications, and approve or reject each request, all inside HOA Start.

Step 1: Create the Form Shell

  1. Click on the Forms tab on the vertical Dashboard menu at the left side of the screen.
  2. Click on the Ticketing System tab.
  3. In the TICKETS window that opens, click the + Add New Ticketing Form button.

This opens the ADD NEW TICKETING FORM window. Fill in the basic settings here before you move on to building the form's actual questions:

  • Form Name (required)
  • Submission Response (required) — the message members see immediately after submitting
  • Form Recipient (required, e-mail address) — click + Add Another Recipient to notify more than one person
  • Make Survey/Poll, Enable Ticketing, Members Only, Make Form Uneditable, and Member Dashboard/Portal Accessible checkboxes — turn on Enable Ticketing for this to function as a Ticketing System form. Note that with Enable Ticketing turned on, Members Only is locked on as well, since a ticket has to be tied to a logged-in member's account — it can't be made public.

Click Save to create the form.

 Step 2: Build Out the Form's Fields

Once the form shell is saved, it appears as a row in the TICKETS list. To add its actual questions and input fields (text boxes, dropdowns, file uploads, etc.):

  1. Find the form's row and open the ⋮ (three-dot) menu in the ACTIONS column.
  2. Click Form Builder.

This opens the FORM MANAGEMENT window, pre-loaded with your form. A Ticketing System form is a type of custom form, so building it out works the same way as building any other custom form or survey in HOA Start:

  • Custom forms display their input requests in individual sections — for example, an Architectural Request form might have a "Change Details" section and a "Contractor Information" section.
  • Add as many sections and fields as your form needs (name, address, phone, proposed change, dimensions, file upload for supporting documents, etc.).

For full instructions on adding sections and fields, see the Custom Forms help topic, starting with the section titled "Custom forms display their requests for input in individual sections."

 Step 3: Adjust Form Settings Later

If you need to change the form's name, response message, recipient(s), or Members Only status after creation, use the same row's ⋮ menu and choose Edit Form Settings instead of Form Builder. See Customize or Edit a Ticketing System Form for the full walkthrough.

 What Happens After the Form Is Created

Once your Ticketing System form is live:

  • Members submit requests through the form on your website, then click Submit.
  • New submissions land in the Pending tab of that ticket's list, where they need administrator attention. A ticket can be pending for one of three reasons: it's brand new, it's a response to a request for more information, or it's a response to a modification request.
  • Administrators review the "Request Details," comment (including admin-only comments that members never see), request modifications, and ultimately Approve or Reject the request.

Approved and rejected submissions move to their own tabs, where they remain viewable (though no longer editable) by both members and admins. 

 Next Steps

  • To publish the form on your website so members can actually access it, see Create a Ticketing System Page and Attach a Ticketing System Form.
  • To add or change fields, recipients, or the Members Only setting later, see Customize or Edit a Ticketing System Form.

 Related Articles

  • An Overview of the Ticketing System Feature
  • Create a Ticketing System Page and Attach a Ticketing System Form
  • Customize or Edit a Ticketing System Form
  • Deactivate a Ticket
  • Download Submission Data from a Ticketing System Form
  • Review, Comment on, and Request Modifications to Ticketing System Form Submissions
  • Search for Ticketing System Forms or Forms Submissions