Since (to my experience) it's best for forms that need to be filled in during a client call/chat/mail to follow the structure of that call, I would consider it a step up if the ticket form in Zendesk could be a little bit more customized. In that I mean:
*grouping ticketfields (extra space in between the groups, / boxing ticketfields?)
*naming a ticketfield-group (f.i.: "client data", "Call reasoning" or "Internal proces")
*placing lines in between those groups (they're in the ticketform already, why can't I place them myself?)
*numbering ticketfields or ticketgroups
*use bold font
*adding a notification (you can fold out) to a ticketfield with an explanation.
I'm pretty sure those things would help making the ticketform (something people work with many times a day) much more readable, it's all really grey right now.
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