How to build a knowledge base submission form for support teams

Turn your team’s expertise into shareable knowledge

In this guide, you’ll build a knowledge base submission form to help your support or success teams suggest new help articles, content edits, or troubleshooting guides. You’ll also automate review routing, approvals, and build a dashboard for managing submissions easily.
📘 Learn more: Create your first form, app, or portal in a flash

Step 1 — Create your knowledge base submission form

Start from your workspace and click + New → Form. You can start from scratch or choose the Support ticket portal template from the Template gallery.

Or use Magic Create, describe what you need:

“A knowledge base submission form for support teams to suggest new articles, updates, or FAQ topics with review tracking.”

Why this matters: this structure ensures your team’s best ideas turn into approved, well-organized help content.
📘 Learn more: How to create any form using Magic Create in Formaloo

Step 2 — Add submission and author details

Include fields to identify who’s submitting and what type of content they’re proposing:

• Submitter name and email
  
  
• Team or department
  
  
• Submission date (auto-filled)
  
  
• Article title or topic
  
  
• Submission type (New article / Update existing / FAQ suggestion)
  
  

💡 Tip: Use a dropdown for “Submission type” to make categorization and filtering easier.
📘 Learn more: Form editor and field types

Step 3 — Add content and context fields

Help your team provide clear, useful context for each submission:

• Summary of the issue or topic (long text)
  
  
• Proposed article outline or key points (long text)
  
  
• Related feature or product area (dropdown or tags)
  
  
• Existing article link (if update) (URL field)
  
  
• Attachments (screenshots or drafts)
  
  

💡 Pro tip: use field placeholders like “Describe the issue customers face or the process step that needs documentation.”
📘 Learn more: How to customize text field and long text field

Step 4 — Add logic for tailored fields

Go to Settings → Advanced logic and customize fields based on submission type:

• If Submission type = New article → Show outline & related feature fields.
  
  
• If Submission type = Update existing → Show article link & change summary.
  
  
• If Submission type = FAQ → Show “Common customer question” field.
  
  

📘 Learn more: How to add advanced logic to your form

Step 5 — Add review workflow fields

Include internal tracking elements:

• Assigned reviewer / content owner
  
  
• Review status (Pending / In review / Approved / Published)
  
  
• Reviewer notes or decisions (long text)
  
  
• Estimated publish date
  
  

💡 Tip: mark review fields as admin-only to keep them internal-only until a manager updates them.
📘 Learn more: How to edit forms and form responses

Step 6 — Automate notifications for submissions and updates

Open Settings → Advanced logic or Notify tab and create conditional emails:

• To content manager: when a new submission is received.
  
  
• To submitter: confirmation email with submission ID (e.g., KB-@response_id).
  
  
• To reviewer: when the status changes to In review or Approved.
  
  

Use variables like @article_title, @review_status, and @estimated_publish_date for context.
📘 Learn more: How to send and receive conditional email notifications

Step 7 — Add on-update logic for review actions

Use on-update logic so the workflow reacts when managers or editors update submissions:

• When Review status = Approved → Notify submitter & mark as ready to publish.
  
  
• When Review status = Rejected → Notify submitter with reviewer notes.
  
  
• When Review status = Published → Archive submission or update dashboard.
  📘 Learn more: What is on-update logic and how it works
  
  

Step 8 — Build your content review dashboard

Go to Results → Responses to visualize and manage your queue:

• Table view: track all article ideas with filters by reviewer or status.
  
  
• Kanban view: group by stage (Pending, In review, Approved, Published).
  
  
• Charts: measure total submissions per month or per product area.
  📘 Learn more: How to create a Kanban board
  
  

Step 9 — Create a content portal for your support team

From your workspace, create a Knowledge Base Portal.

Add pages such as:

• Submit a new article idea (public or internal)
  
  
• All submissions dashboard (filtered by status)
  
  
• Approved articles (ready for publishing)
  
  
• Reviewer workspace (internal access)
  
  

Set access roles so authors see only their own submissions, while managers see all.
📘 Learn more: How to create a portal and manage users’ access

Step 10 — Use AI to summarize and prioritize submissions

Enable AI Analyze to quickly identify recurring topics or improvement opportunities:

• “Top requested article topics this month.”
  
  
• “Common customer pain points in submissions.”
  
  
• “Average review turnaround time.”
  📘 Learn more: Uncover insights and trends in your data with AI Analyze
  
  

Pro tips

• Add logic-based reviewer assignments by topic or department.
  
  
• Enable Memory Forms so frequent contributors’ details auto-fill.
  📘 Learn more: What are linked rows and how to use them
  
  

Example scenario

A support agent submits an idea for “Troubleshooting Google Sheets sync errors.” The form assigns it to the Technical Documentation lead. Once approved, Formaloo automatically notifies the writer, updates the dashboard status to Published, and AI Analyze reports that “Integration issues” are the top submission theme this quarter.
📘 Learn more: Build personalized and time-saving flows with logic, automations, and AI

FAQ

1. Can non-support team members submit ideas?
   Yes, make the form public or restrict it to logged-in users via a portal.
2. Can I assign reviewers automatically by topic?
   Absolutely, use advanced logic to route based on product area.
3. Can I export approved submissions for publication?
   Yes, export them to Excel.
   📘 Learn more: How to export table data into Excel

Your content workflow is live, capture, review, and grow your knowledge base

You’ve built a streamlined submission and review workflow that empowers your support team to contribute to your help center effortlessly. Keep refining it with automation, AI summaries, and connected dashboards for a living, evolving knowledge base.
📘 Learn more: How to personalize ending pages and email notifications with AI

Last updated October 2025

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