Below the standard form is a custom form. It is our own internal customer contact form. It is an edited version of the standard contact form. Since we file by account name rather than by company name, we capture the account name information. Usually they are the same but when they differ, we want the account name. The standard form does not make this separation. While this distinction is useful to us, the distinction can be tedious for many. Rather than offer you only one choice, the ability to customize a form allows you to make your own choice.

The checkboxes added to the custom form do not affect the handling (except urgent) but are there for historical analysis to know that we are being proactive (not waiting for customer to call)..

The "why" of having a custom form is that it is more efficient for us than the standard form. Further, the custom form allows organizing the information taken to later searches.

Note that the background colors differ. This merely reflects the last color used in the site and is not a property of the form itself.
There are many organizations and businesses that have key information which should be recorded on every contact. Here are a few more examples to help you think about what custom information you might want to capture:

• computer help desk: what operating system is running
• real estate: price range, buyer or seller, immediate or future
• many businesses: customer name/account, district, territory, or location
• accounting department: payable, receivable, investor, or other
• return desk: part number
• etc.