A guide to designing ticket forms

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13 Comments

  • Candace Alexandres
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    Is there any way to enter a few lines of text that can appear under the form title after the user has selected the form? 

    I'm trying to keep the form titles as simple as possible but I'd like the opportunity to explain in further detail what the intended use(s) of the form are in case there is any confusion. 

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  • James Sanford
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    Hey Candace!

    There is not a description field available for Ticket Forms but there is one available for Ticket Fields (the field will need to be visible and editable to end-users).  Your method of making the titles as simple and clear as possible would be the best option at this time.

     

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  • Maggie Ungerboeck
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    Is there a way to control the styling on the ticket form page?  We have text that describes the Priority level that we want to do paragraph breaks in but I can't find the page styling to do this.  If I enter HTML into the description field, it doesn't respect it on the Ticket Form page.  Any ideas?

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  • Jessie Schutz
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    Hi Maggie!

    Provided that you're on Guide Professional, you have access to the HTML, JS, and CSS in your Help Center.

    For your purposes, I think that just making some additions to the HTML of the New request page should get you where you need to go.

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  • Jenna Packard
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    Hello!

    Is there a way to add attribution to the forms? I'd like to be able to tie traffic source to each form that is submitted. 

     

    Thanks!

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  • Nicole - Community Manager
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    Hey Jenna - 

    Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    I asked around a bit internally about your question, and the suggestion was to set up a trigger to tag submissions based on the form. 

    Let me know if that would work, otherwise there may be some deeper things we can dig into.

     

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  • AdminZendesk
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    Hi,

    Will it be possible to use the Sandbox prior to upgrade our suscription?

    I really need to know all the possibilities of Forms before take a decision.

    Thanks in advance,

    Román

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  • Jessie Schutz
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    Hi Román! 

    If you contact our Support Team, they'll be able to help with some options here. Let us know if you need anything else!

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  • AdminZendesk
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    Thanks Jessie, will do!

    Román

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  • Brendan Dunn | Flow Systems
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    Hi,

    Is it possible to search on these custom fields and if so how ?

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  • Nicole - Community Manager
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    Hi Brendan, 

    Yes, you'll want to use the "fieldvalue" search operator. So, say you had a custom field for colors, and you wanted to find all of the tickets where "blue" was listed in the custom field. Your search would look like this: 

    fieldvalue:blue

    You can read more on search and search operators in the Zendesk Support search reference. It's a good article to bookmark. 

    Let us know if you have any further questions!

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  • Matthew Nataloni
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    Hi,

    How can I create a ticket form with a drop down which is populated from the custom objects API?

    -Matthew

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  • Nicole - Community Manager
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    Hi Matthew -

    You would need to write a custom web app that would populate the form.

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