Forms and Named Intake Routes — Structured Ticket Intake

This guide covers two features that work best together: attaching custom forms to ticket categories so every submission includes the right structured information, and setting up named intake routes so cross-branch senders know exactly where to send each type of work.

Custom forms on ticket categories

When your organisation uses the Forms feature, you can attach a form template to any ticket category. The next time someone creates a ticket and selects that category, the form fields appear automatically in the creation window — no extra steps required.

For example, if your "Design brief" category has a form with fields for campaign name, dimensions, deadline, and brand reference files, every design brief that arrives already contains those answers. The team does not need to chase the sender for missing details.

See the Forms in Pulse series for a full guide to building forms, managing the library, and setting up assignments.

Named intake routes

When another branch in your organisation sends you a ticket, they currently see a list of your boards and pick one. Named intake routes let you go further: you publish a list of named request types that senders choose from.

Instead of seeing "Send to Marketing board", a sender sees a picker showing the specific types of work your board accepts:

• Design brief
• Website update
• Event SMS campaign
• Language check

Each route has a name and a description you write yourself — the description appears as guidance to the sender so they know exactly what information to include and what the turnaround looks like.

Setting up intake routes

Open Board Settings → Intake. Click Add route and fill in:

• Route name — the label the sender sees, e.g. "Design brief"
• Description — guidance shown to the sender, e.g. "Use this for all graphic design and layout requests. Include file specs and deadline in the description."
• Landing column — which column the ticket should land in. Point different route types to different columns if your workflow separates them (e.g. Language check tickets land in Urgent Review, Design briefs land in the standard Intake column).
• Category (optional) — automatically apply a category when this route is used. This is the key link: if the category has a form assigned, the sender's ticket creation window shows the form fields automatically.
• Default route — mark one route as the fallback if the sender doesn't pick a specific type.

The full intake flow with forms

Here is the end-to-end sequence when intake routes and forms are combined:

1. A sender from another branch opens New Ticket and selects your organisation as the recipient.
2. They see your named intake routes and pick "Design brief".
3. The ticket creation window shows the standard fields (title, description, priority, due date) plus the form fields attached to the "Design brief" category.
4. They fill in the brief — campaign name, format, deadline, reference images.
5. The ticket is created on your board, lands in the correct column, has the right category applied, and carries all the structured answers.
6. If you have an automation rule set up for this category, it fires immediately — for example, assigning the ticket to the right person and setting a due date.

The result: a fully automated intake pipeline. Structured form, correct routing, assigned owner, and a due date — without a single manual step after the initial setup.

Internal use as well

Intake routes are a cross-branch feature — they appear to senders from other branches. However, the category-form link applies to all tickets in that category, including ones created internally by your own team. Both paths lead to the same structured form experience.

Viewing and editing routes

The Intake tab in Board Settings lists all routes in the order senders will see them. Drag to reorder, click to edit, or delete a route. Deleting a route does not affect tickets that were already created through it — those remain intact.