Options for letting end users submit tickets with forms

What's my plan?

Suite

Team, Growth, Professional, Enterprise, or Enterprise Plus

Support

Team, Professional, or Enterprise

The Zendesk help center provides end users with a default HTML form for submitting tickets:

It's a good starting point but it might not meet all your needs. Here are other options, including:

• Customizing the help center ticket form
• Embedding a ticket form in your website
• Building a ticket form

Customizing the help center ticket form

You can add custom fields to the help center form or change its look and feel.

Note: If you have the Professional add-on or are on Enterprise, you can define multiple custom forms for different types of requests.

Resources:

• Adding custom fields to your tickets and support request forms
• Customizing your help center theme
• Creating and applying branded ticket forms
• Creating ticket forms to support multiple request types
• Presenting ticket forms to end users

Embedding a ticket form in your website

The embeddable Web Widget (Classic) includes a customizable HTML form that lets end users submit tickets. You can embed Web Widget (Classic) in any page of your website. Clicking the widget gives the user the option of using a ticket form:

Resources:

• Using Web Widget (Classic) to embed customer service in your website
• Adding Web Widget (Classic) to your website or help center
• Advanced customization of your Web Widget (Classic)
• Contact form settings (Web Widget JavaScript API)

Building a ticket form

For maximum flexibility, you can build your own HTML ticket form, host it on your own server, and use the Zendesk API to submit the form data to your Zendesk Support account.

Important: If your team prefers to create a custom ticket form, it is not recommended to route requests from the form through a support email address. This workflow is unsupported and can result in emails becoming suspended tickets. To avoid this issue, use the API to build your ticket form or utilize the Web Widget. See Tickets created from my custom ticket form are suspended.

Resources:

• Building a custom ticket form with the Zendesk API
• Requests API reference