Creating ticket forms to support multiple request types (Professional add-on and Enterprise)

You can use ticket forms to create multiple support request forms. 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.

Ticket forms can include system fields and any custom fields you create. Forms can be visible to end-users and agents or to agents only.

Customers on the Essential and Team plans only have access to a single ticket form; therefore, many of the topics on this page will not apply. Professional and Enterprise customers can create multiple ticket forms.

Note: For information about managing ticket forms, see Managing your ticket forms.

This article contains the following topics:

• Creating ticket forms
• Editing ticket forms
• Cloning ticket forms

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 the Conditional Fields app to hide and show fields in your ticket forms. For more information, see Using the Conditional Fields app.

Tip: Before you start, see our Guide to designing ticket forms, and check out this ticket forms recipe for software.

To create a ticket form

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

   

3. Enter a Form name for agents.

   This is the name agents will see in the ticket form drop-down in the ticket page.

4. If you want the form to be visible to end-users, select the option Form name for end-users, then enter a name.

   This is the name end-users will see in the support request form drop-down. If you select the option to make the form available to end-users, but you do not 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 Associated brands text 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. Add ticket fields to the form by dragging any ticket field from the right onto 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 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 form.

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.

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, then select Ticket forms.
2. Click the name of the ticket form you want to edit.

   

3. Make any changes you'd like.
4. Click Save form.

   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. Hover your cursor over the form you want to clone, and click clone.
2. Update as described above, in Editing ticket forms.
3. Click Save form. The ticket form is created and added to the list of active forms.