Customizable Catch-All/ Get help Form

Is there a possibly to allow your customers to customize the catch-all form?

For example, by enabling this as ServiceNow form, which each client can manage as needed, but before solution here is our issue:

Problem Statement

Even though we have dedicated forms and automations for different domains, many clients still use the “Get Help” button out of habit for certain domains. This leads to unnecessary Service Desk incidents - The native triage i unable to get it to the SAP L2. This is because of the vast amount of queues in that area and the limited amount of information provided when using the get-help button.

For example, for SAP, despite having the bot present the specific forms, clients sometimes bypass it..

Proposed Solution

To tackle this, I suggest one of these three different options:

1. Customizable Catch-All Form: Make the catch-all form a customizable ServiceNow form that clients can manage as needed.
2. Form Link Presentation: Allow to automatically redirect clients to the correct form if they select a specific category (like SAP);
3. Guided Submission and Interception: Intercept incident submitted via the catch-all form, guide clients to the appropriate form without creating unnecessary tickets, or make auto-cancellations invisible to clients to avoid confusion.

Right now, we created a variant of  #3 ourselves, with a BR, which sends out a guiding message when SAP is elected but:

1. The client sees the incident creation acknowledgment, we have no way to hide that ourselves.
2. They have to go through the submission. Ideally, we don't even want them to submit anything, but instead dynamically propose them the SAP links if they choose that category.