Settings

The Settings card on the Build tab decides where cases go and what they look like:

Setting	What it does
Unit	Where the cases land. The unit decides the brand on the form and in emails, who on your team sees the cases, and which automations and service levels apply. Pick the organization itself if you want automations to route the cases to units below it. See Organization.
Assign to	A person who gets every new case from this form, or Nobody so automations or the team pick it up. Only people who can see the unit are offered. If you change the unit and the person can't see the new one, this goes back to Nobody. If they're later disabled or lose access, cases come in unassigned. The case's timeline shows the assignment as done by the form.
Priority for new cases	Low, Normal, High or Urgent.
Labels	Comma-separated, added to every case from the form (up to 20).
Ask for a name	Adds an optional name field, above the email address (which is always asked). On by default.
Ask for a subject	Adds a subject field. Without it, the first line of the first text answer becomes the subject. On by default.
Thank-you message	Shown after sending, per language. The case reference and a note about the confirmation email are added below it.

Every case from a form shows its answers as the request on the case page, and the source names the form.

The confirmation email

The confirmation email for a browser-mode submission doesn't repeat what was typed: no name, subject or answers. The requester sees those through the link in the email.

[!NOTE] Anyone can type any address into a form, so the email mustn't carry someone else's words from your brand's address. For the same reason, one address gets at most five such confirmations an hour.

Server-mode submissions vouch for their sender, so their confirmation shows the request. The same applies to portals: people who are signed in get the full confirmation.

Who may submit

The unit's Who can submit and Portal sign-in settings, under Organization, also apply to its forms. The form editor tells you when they limit this form.

Setting	Who may submit
Anyone	Any email address can send a request.
Known contacts only	Contacts on an account (or from one of its email domains) and contacts your team registered. Others get a refusal that asks them to contact you another way.
Known contacts; hold others for review	Others' requests are created but wait under Held for review in the inbox. Nothing happens to them, no confirmation, automations or notifications, until an agent accepts them. See Working on a case.
Portal sign-in: Required	Refuses browser-mode submissions to the unit's forms. Use a portal instead, or server mode: a server-mode request counts as signed in, because your backend vouches for its users.