How to create or edit a Ticket Form

Understanding and Using Ticket Forms in Zendesk

Ticket forms are a set of predefined ticket fields for a specific support request, which can be used to support different request types from customers. Ticket forms determine the fields and data a ticket contains, and the order in which these fields appear in a ticket. You can create up to 300 ticket forms in your account.

Key Functionality

• Ticket forms can be visible to both end users and agents, or to agents only.
• If multiple forms are visible to end users, they can choose the appropriate form to submit their request.
• When multiple ticket forms exist, users are presented with a drop-down list of forms to select from when submitting a request.
• Admins can associate certain ticket statuses to specific forms so that only relevant statuses are displayed to agents.

Creating Ticket Forms

Here's a step-by-step guide to creating ticket forms:

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
2. Click Add form.
3. Click New form to edit the name of the ticket form. This is the name agents see from the ticket form drop-down list in the ticket interface.
4. To make the form visible to end users, select the Editable for end users check box.
   • If you want the ticket form to appear to end users with a different name, enter the name into the Title shown to end users field. If you select Editable for end users but don't enter an end-user name for the form, the agent form name is used as the end-user form name.
5. To restrict the form to specific brands, deselect Apply to all brands and use the field below the check box to select the brands that should use this form.
   • It's not possible to set a default ticket form for a group, but you can create a trigger that sets the "Ticket: Form" property. This enables you to set the ticket form based on the conditions you choose after a ticket is created.
6. Drag any active ticket field from the right side and drop it onto the ticket form on the left side to add it to the ticket form. Alternatively, click the Plus sign (+) to add a ticket field to the form.
   • If you want to add a field that is not available, you need to activate that ticket field first.
   • To remove a ticket field from the form, click the X to remove it.
7. By default, the ticket form includes several system fields. Of the system fields, only Type and Priority can be removed.
8. Drag ticket fields on the form to rearrange them.
9. Click Save. The new ticket form appears in the list of active ticket forms.

Editing and Managing Ticket Forms

• You can edit your ticket forms at any time.
• If your plan has multiple ticket forms, click the ticket form you want to edit. The ticket form opens in edit mode.
• If your plan has a single ticket form, edit your form by reordering the custom fields.
• Make any changes you'd like.
• You can reorder custom fields in a ticket form, which determines the order in which they appear in a ticket.
• Ticket forms are active by default and available to agents. Any active forms that you've set as visible to end users will also be available to end users.
• You can deactivate a ticket form if you do not want it to be available to agents and end users. Deactivating a ticket form does not affect tickets where the form was previously applied.
• The order that ticket forms appear on the Ticket Forms admin page is also the order they appear in the drop-down list for agents in the ticket page and for end users in Zendesk Support.
• You can search for and filter ticket forms on the Ticket Forms admin page by brand.

Cloning Ticket Forms

Cloning a ticket form creates a copy that you can modify and use for some other purpose.

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
2. Move the cursor over the ticket form that you want to clone and then click the menu icon ( ) on the right side when it appears.
3. Click Clone. The clone is immediately created and saved to your list of ticket forms. A page where you can make edits to the clone appears.
4. Change the name of the clone.

Presenting Ticket Forms to End Users

• When you have multiple ticket forms available to end users, you can customise the instructions that direct end users to select the appropriate support request form or provide a link to the appropriate ticket form directly in your help centre.
• When multiple ticket forms exist, users are presented with a drop-down list of forms to select from when submitting a request.
• You can change the order of the forms in the drop-down list.
• You can link directly to a ticket form in your help centre to present a group of end users with a specific request form instead of asking them to select the appropriate form.
• You can customise the instructions provided to end users when submitting a request to help them select the appropriate ticket form.
• To change the instructions that end users see for multiple ticket forms, In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
• Enter text in the End user instructions field and click Save.
• You can use dynamic content in your end-user instructions.