Creating multiple ticket forms to support different request types

Fastpath: Admin () > Manage > Ticket Forms

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:

• Optimizing your ticket forms for a better agent and end user experience

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).

Tip: Before you start, see our guide for designing ticket forms, Optimizing your ticket forms for a better agent and end user experience.

To create a ticket form

1. Click the Admin icon () in the sidebar, and then select Manage > Ticket forms.
2. Click Add form.
3. 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.

4. 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.

5. 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.
6. 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.
7. 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.

8. Drag ticket fields on the form to rearrange them.
9. 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

1. Click the Admin icon () in the sidebar, and then select Manage > Ticket forms.
2. Click the form you want to open for editing.
3. 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.

   

4. 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.
5. Drag ticket fields on the form to reorder them.
6. Click Save.

Editing ticket forms

You can edit your ticket forms at any time.

To edit a ticket form

1. Click the Admin icon () in the sidebar, and then select Manage > Ticket Forms.
2. Click the ticket form you want to edit.

   The ticket form opens in edit mode.

3. Make any changes you'd like.
4. 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

1. Click the Admin icon () in the sidebar, and then select Manage > Ticket Forms.
2. 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.
3. 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.

4. 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.

5. Update the clone as described above, in Editing ticket forms.