
Admins and agents with permissions can create multiple ticket forms to support different request types from your customers. A ticket form is a set of predefined ticket fields for a specific support request. The ticket form determines the fields and data a ticket contains.
This article contains the following topics:
- Creating ticket forms
- Adding ticket fields to an existing ticket form
- Editing ticket forms
- Cloning ticket forms
Related articles:
Creating ticket forms
You can create multiple ticket forms for different support requests. For example, you might create different forms, with different fields, for different products. Or you might create different forms for different workflows, such as "Hardware request" or "Refund request."
Forms can be visible to end users and agents or to agents only. If multiple forms are visible to end users, then end users choose the appropriate form to submit their request.
Ticket field properties are set at the field level, not the form level. So a ticket field's properties will be the same in all ticket forms where the field appears. You cannot set form-specific properties for a field.
For example, if you set a field to be required, it will be required on all ticket forms where it is used. You cannot make the same field required on one form but optional on another form.
You can use conditional ticket fields to hide and show fields in your ticket forms (see Creating conditional ticket fields).
- Click the Admin icon (
) in the sidebar, and then select Manage > Ticket forms.
- Click Add form.
- 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.
- If you want the form to be 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. This is the name end users see in the support request form drop-down list.
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.
- If you want to restrict the form to specific brands, deselect the Apply to all brands option and click the field underneath the check box to select the brand or brands that should use this form. For more information, see Branded ticket forms.
Tip: You cannot 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 when a ticket is created.
- Drag any 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.
You can also search for the ticket field you want to add and sort fields by various criteria (name, date modified, date created).
Note: You can only add active ticket fields to a ticket form. If you want to add a field that is not available, you need to activate that ticket field first. - If you want to remove a ticket field from the form, click the X to remove it.
By default, the ticket form includes several system fields. You cannot remove the system fields, except Type and Priority.
- Drag ticket fields on the form to rearrange them.
- Click Save.
The new ticket form appears in the list of active ticket forms.
If you create multiple ticket forms that are visible to end users, you can customize the instructions that end users see for ticket forms. For more information, see Presenting ticket forms to end users.
Adding ticket fields to an existing ticket form
You can add ticket fields to an existing ticket form.
To add ticket fields to an existing ticket form
- Click the Admin icon (
) in the sidebar, and then select Manage > Ticket forms.
- Click the form you want to open for editing.
- Type the name of a ticket field into the Search field on the right side or use the filters to find it.
You can sort by name, date modified, and date created.
- Drag any 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.
Note: You can only add active ticket fields to a ticket form. If you want to add a field that is not available, you need to activate that ticket field first. - Drag ticket fields on the form to reorder them.
- Click Save.
Editing ticket forms
You can edit your ticket forms at any time.
- Click the Admin icon (
) in the sidebar, and then select Manage > Ticket Forms.
- Click the ticket form you want to edit.
The ticket form opens in edit mode.
- Make any changes you'd like.
- Click Save.
The ticket form is updated with your changes.
Cloning ticket forms
Cloning a ticket form creates a copy that you can modify and use for some other purpose.
To clone a ticket form
- Click the Admin icon (
) in the sidebar, and then select Manage > Ticket Forms.
- 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.
- 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.
- Change the name of the clone.
The title of clone is the same as the parent (the ticket form you used to create the clone), unless you change it.
- Update the clone as described above, in Editing ticket forms.
84 Comments
Hi there
Is it possible to create a ticket form which is only available to end users who are part of a particular pre-defined organisation within our Zendesk?
Many thanks in advance.
Luke
Hi Luke!
It's not possible to restrict specific forms so they're only available to specific subsets of users, but you should be able to use JavaScript to hide the "Submit A Request" link. Another member of our Community put together a great tip on how to do this, which you can find here: Hide/show Humble Squid's Category Boxes along with "My Activities", "Submit a Request".
Hope that helps!
Any idea when I can make certain fields required on some forms but not on others?
Ben Speich - that would really be great to have that option. I also await the answer.
Maybe I should have a look at this ..
https://support.zendesk.com/hc/en-us/articles/203662476-Using-the-Conditional-Fields-app-Enterprise-Only-
.... but it does not fulfil all my wishes :)
I would like ticketfields to by conditional towards customers.
Our customers does not always exactly know what product they have - maybe it sounds strange - but never the less true. I would like to be able to limit the "product" part to show only the products that this customer have. That would make it easier for the to choose.
Great feature! Just a heads up that the video on this article is super fuzzy, which takes away from the preview. Just thought you should know.
We have different departments that use Zendesk. Is it possible for us to have a different default form for each group, or agent? If not is this something on the roadmap?
@Ken - It's not possible to define a default form for a specific group or agent directly. Instead you can create a trigger that sets the "Ticket: Form" property. Using a trigger will allow you to set the ticket form based on whatever conditions you choose when a ticket is created. If you're already using triggers for group assignment you should be able to tack on a "Ticket: Form" action.
I'm currently testing Forms and found the system Type field needs to be present in the form template so that the ‘Linked problem’ field also becomes visible, e.g. when trying to link an Incident to a Problem, can the Form field not have the same functionality as the Type field?
Hi Karyn!
If you want to use the Problem/Incident functionality, you'll have to use the system Ticket Type field. Can you give me some more information on what you're trying to do? There might be another solution available.
Hi Jessie,
We heavily rely on the Linked ticket field to connect various Incidents/Tasks etc to Problem tickets, we were looking to exclude the Ticket Type field from the Form as it would be just another field to select an option for, here are some scenarios I’ve been testing (we have Coherence Design’s Cloudset solution installed for Custom Ticket Type definitions):
Current setup (Form needs Ticket Type to ensure Linked problem field is visible)
Form Name = Service Request, Ticket Type = Task, Request For Information
Form Name = Service Interruption, Ticket Type = Incident, Bug
Ideal setup (Linked problem field is visible based on Form option selected)
Form Name = Task, Request For Information
Form Name = Incident, Bug
So you can see from the ideal setup option that there is no need to have the Ticket Type field included as the values are listed in the form name instead. There would have to be something in the Form admin section to restrict which forms would act as the Problem Ticket Type (as is currently) but having less fields would certainly help to reduce the number of drop down options our agents have to select when raising tickets.
Can a completed form for agents be set up to email an enduser?
Hey Ian -
I'm not sure I understand exactly what you're asking, can you provide an example of what you're trying to do?
Maybe I don't know how forms work... But what I am looking for is this:
1.) Agent completes form during ticket creation
2.) Form contents are automatically email to a specific email address
Hey Ian -
Have you looked into using the capability to Notify External Targets?
Hi Nicole,
Thanks! That seems super useful. However, is it possible to get ticket details (comments/conversations) into a email target if the target recipient does not have a ZD account?
Any advice on when to create multiple forms vs having one form and just using the conditional fields app?
Hi Jamie!
It really depends on what you want your user experience to be. Can you tell me more about your use case?
Our team's plan is professional. but I can't add the new Form.
I can see 'ADD-ON' in professional plan, what does it mean?
My question is similar to Jamie's. We want to build a form similar to the one at support.zendesk.com. For example, the first question identifies the issue, and the ANSWER dictates the next/distinct form. We expect to have 3 or 4 different forms based on the answer to the first question. We would rather NOT require a code modification (i.e. use the Condition Fields app). Is there an alternative way to achieve this result so we do not have to modify code? Thanks!
Hi MJ!
When you're on the Professional plan, "Add On" means that a feature can be enabled on your Zendesk account for an additional monthly fee. If you'd like to purchase any add ons for your account, you can contact your Account Manager or our Support team, and they'll be able to help!
Anyone know how to move the Type and Priority fields in the default Ticket Form? We are on the Support Plus plan with Zendesk.
I don't like that the Type and Priority fields show towards the bottom of the Agent Dashboard (left side). These are required fields, so I need to move these up where they can see these immediately.
UPDATE: I couldn't see my changes after dragging/dropping the field order. I logged off and logged back in. I see my changes now. Yay!
Thanks for letting us know, Janet! Glad you got that sorted out.
I'm using multiple ticket forms that each have unique ticket fields within them so that customers can use the forms to choose a broad topic for their inquiry (Returns Questions form, Products Questions form, Shipping Questions form) and then choose from a drop-down ticket field with more specific inquiry reasons (Under the returns form would "I'd like to make a return" and "I'd like to make an exchange", and under the products form would be quesitons like "what size should I buy" and "when will you restock").
Does Insights provide a way for me to report on all of the unique ticket fields together? I'd like to be able to see all of the inquiry reasons from the unique fields reported together as if they were options from one larger field.
Or, is there a better way to track why customers are writing into us via these unique fields?
For anyone else using WordPress, you can create unlimited ticket forms without it being locked behind Zendesk's higher level plans - https://wordpress.org/plugins/zendesk-request-form/
Very handy if you're a smaller company like us that can't afford the higher level plans!
Hey Patrick,
I notice that you have a ticket open with Nick right now on this subject. Insights reporting is a pretty huge topic and there are a lot of ways to customize how you report on ticket fields and inquiries. The short answer to your question is yes, Insights can pull in and report on data across ticket forms in one report. You'd just select the ticket fields as part of your attributes.
Nick will help you on any specific questions you may have about that. Thanks for your question!
@Phil - LIFE SAVER -- This is going to help me with a customer struggling with that exact scenario. Woo hoo! Thank you
Hi Zen,
I think my query may be the same as Luke's from earlier on in this thread, but I'd be grateful if you could you please confirm if it's possible to restrict which ticket forms are visible to specific end-users?
Our business has different levels of support and so we'd like our Basic Plan end-users to only be able to see a couple of ticket forms, whereas our Expert Plan end-users would have access to a wider range of ticket forms - can you tell me if it is possible to restrict ticket access per user in this way?
Thanks!
Hi Bee,
I found this article on hiding specific forms based on the user's organization:
https://support.zendesk.com/hc/en-us/articles/204579603-Hide-ticket-forms-based-on-user-s-organization-Professional-Add-on-and-Enterprise-
Hope that helps you on your way.
Hello,
I have subscribed just right now to the professional package with guide and support module, but i still cannot create multiple forms?
Thank you for your support
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