A guide to designing ticket forms

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20 Comments

  • Candace Alexandres

    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. 

    1
  • James Sanford

    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

    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
    Zendesk team member

    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

    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!

    1
  • Nicole S.
    Zendesk Community Team

    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

    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
    Zendesk team member

    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

    Thanks Jessie, will do!

    Román

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  • Brendan Dunn | Flow Systems

    Hi,

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

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  • Nicole S.
    Zendesk Community Team

    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

    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 S.
    Zendesk Community Team

    Hi Matthew -

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

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  • Bill Bailey

    We have Professional, but I do not see the Sandbox option. Does it require something to be set up before? Here is what I see:

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  • Nicole S.
    Zendesk Community Team

    Hi Bill - 

     Where it specifies plan types at the top, it's indicating that the ability to customize your ticket forms is available to those on Professional plans with the Productivity Pack add-on and Enterprise plans. Sandbox, however, is only available on Enterprise plans. it mentions using your sandbox, so I can see where this article may be a little confusing, as you might assume that the plan type indicator at the top covers all parts of the solution offered. 

    You can still customize your ticket forms from the Pro with the add-on without having a sandbox, it just means that you'll have to test the form in a production environment. 

    Apologies for the confusion. I'll raise this with the documentation team to clarify. 

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Bill, I've updated the article to indicate the sandbox is an Enterprise-only feature.

    Sorry for the confusion there!

    1
  • Grant Foster

    Is it possible to move the field description into the box where the info is entered. e.g. CC's has "Add emails" in the field itself rather than below it.

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  • Erika Camille Sundian
    Zendesk Community Team

    Hi Grant Foster,

    To make sure that we are on the same page, can you share a screenshot of what you are referring to please?Any additional information you can provide as well is appreciated. :)

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  • Grant Foster

    Hey Erika Camille Sundian

     

    As per below:

    For CC's the description sits within the field itself, for custom fields this sits below. Is it possible to have this sit within the field like it does for CCs?



    Cheers,

    Grant.

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  • Erika Camille Sundian
    Zendesk Community Team

    Hi Grant Foster,

    Thanks for sharing a screenshot and for helping me realize your point. :)

    At the moment there is no native setting in Support that can do that. That might be possible but only with custom coding and it also requires developer skills. You would need to inspect the code of the request page to get the class and id needed. Then, you can figure out some custom Javascript to make it work. 

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