For certain incident types, you may want to collect additional information with each report. Ensuring you receive the right information can help improve first point resolution, reduce handling time and create a positive customer experience.

You can add up to 5 additional questions to an incident type.

Additional questions can have the following answer types:

The Add a description box will still appear even when additional questions are added.

Give the question an easy-to-understand title. The title can have a maximum of 100 characters.

This sets the answer type. Depending on the selection you make here, additional options might be shown.

If Drop down: single select and Drop down: multiple select is chosen, you need to add the answer options that will appear in the app or web form. Click the Add response option text to add a new option.

You can add a maximum of 20 response options. The character limit for each response option for each one is 75 characters.

Use this setting to make responding to the question Mandatory or Not mandatory for the Snapper.

You can enable or disable a question by changing the toggle to On or Off.

If you set up multiple additional questions, you can manage them with these buttons. The order of the questions can be changed by clicking the up and down arrows.

Click the bin button to a delete a question. Deleted questions can’t be recovered.