Creating multiple ticket forms to support different request types

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84 Comments

  • Heather Rommel
    Community Moderator

    @Phil - LIFE SAVER -- This is going to help me with a customer struggling with that exact scenario. Woo hoo! Thank you

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  • Chandra Robrock
    Community Moderator

    Hi @... - You can absolutely use Ticket Forms in Triggers and Views. In both cases, you'll want to select Form from the dropdown menu when building a new trigger or view, and then select the name of the ticket form you'd like to use.

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  • Nicole S.
    Zendesk Community Team

    Thanks for letting us know, Janet! Glad you got that sorted out. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Fatima,

    According to our Metrics and attributes for Zendesk Support article, you can use Explore to report on ticket forms you've set up in your Support account.

    Hope this helps!

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  • Patrick Feehan

    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? 

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  • Karyn Tooke

    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.

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  • Jessie Schutz
    Zendesk team member

    Hi Penelope!

    If you're on the Professional or Enterprise plan, you can create multiple ticket forms to support different types of support requests (please note that ticket forms are a paid add-on for the Professional plan). Any form that you create to be visible to end-users will appear as an option for them in the Help Center Submit A Request form, and when they select the form they want, the fields for that form will appear.

    Hope that helps!

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  • Chris Fink

    After a ticket is submitted by an end-user, if an agent were to modify the ticket form while they're working the ticket, say to expose other fields they need that might be on a form that has additional fields, will the data in the fields as entered by the end-user at creation be lost?

    The scenario is we need a "Repair Form" for customers to submit basic information about an item they need repaired, and I need my agents to be able to add in case numbers, date received/shipped/etc, and other information that is only going to be visible to agents. If I have two version of the "Repair Form", one for end-users to see and use to initially submit information/request, and then an expanded one for agents, are we going to lose any data by having the agent switch to their expanded form after a customer submits their information?

    Thanks so much!

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  • Nicole S.
    Zendesk Community Team

    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? 

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  • Bee Pugh

    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!

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  • mj wong

    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?

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Aiden,

    Can you share a screenshot of your instance and explain what part of the ticket form you are trying to change?

    Best regards. 

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  • Aiden

    Hi everyone,

    It looks like I'm not able to edit an existing ticket form and I'm logged in my admin account. The created ticket form is not clickable and there's no option for me to edit it, is there something I'm missing maybe?

    Thank you!

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  • PROVENTIC **** EMEA Reseller Partner
    Community Moderator

    Rodger Bradford - You need the Guide Pro or Enterprise license to be able to access the HTML, CSS and scripts of Zendesk Guide. If you have that you should have a button at the bottom of the screen saying "Edit Code" when customizing the theme.

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  • Fatima Sbeih

    Does anyone know if forms show up in Explore? 

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  • Jacob J Christensen
    Community Moderator

    Hi Geert,

    If a brand is selected that is associated with your forms the drop-down selector should be available, but if they are not associated with the selected brand then forms should not be selectable. Hope that makes sense? 

    If you have a sandbox you should be on Enterprise - and the sandbox will be the same as the primary instance. 

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  • David Hunter

    Is it possible to have a custom ticket field's (Drop Down) default set dependant on form type?

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  • Gail L
    Zendesk Community Team

    Hi Will,

    The web form does have the email field built in to it as a required field because it was designed with email follow up in mind, those forms are not currently supported for social messaging channels. 

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  • Geert Declercq

    Hello Jacob,

    thanks for your help, that was amongst others what was missing; as we're using the webwidget I also had to indicate to override the default support form.

     

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  • Cory Waddingham

    I was trying to access this page, to find a way to use JS to restrict some ticket fields to subsets of users. But I'm getting access denied. Can you open that page up? 

    We need to be able to allow some customers in one of our brands to set a certain field on their tickets, but not show that field to others. We don't want to create an additional brand to handle this, since both sets of customers are the same in all other respects (both use the same KB and Help Center). What's the best way to do this, if the JS solution referenced above is not available?

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  • Ian Smith

    Can a completed form for agents be set up to email an enduser? 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Conza,

    It sounds like from the multiple questions you are trying to get a grasp on how to utilize Ticket Forms for your customers. I would recommend starting with this article that goes into detail on Presenting ticket forms to end users. 

    Best regards. 

     

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  • Chris Fink

    Hey Pedro!

    Thanks for the quick response, my friend. This is good to know! I will play around with the forms and see if I can find an easy for an agent to "expand" their available fields following the creation of one of the more simplified end-user facing forms.

    I appreciate your help!

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  • Lucky Herzberger

    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.

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  • Brian Manning

    @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.

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  • Gail L
    Zendesk Community Team

    Hi David,

    You wouldn't be able make the default field value dependent on the ticket form, but if there are specific values that always correspond to different forms you could have triggers auto-fill them when tickets are created on the different forms.

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  • YU-CHENG LI

    Hi Brett manager,

    Thanks for your reply. I use Enterprise plan in Zendesk Support, so does it be limited by quantity?

    Thanks in advance!
    By Kyle

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  • Anais

    Hello,

    When we use multiple forms for different request types, can this request type information (form title chosen in the dropdown list) be collected and used in business rules or views ?

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  • Will Brown

    Why is it that even if I choose only to include fully custom fields in my ticket form, an "Email Address" field automatically appears on my form? Is there any way to create a ticket form and NOT have "Email Address" on it?

    I am asking because we have users who do not have access to email and will be using WhatsApp as a support channel. So maybe the more specific question is: do ticket forms only apply to users who have the ability to communicate with our agents via email? Is there any way to integrate Social Messaging channels in a ticket form?

     

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  • Nicole S.
    Zendesk Community Team

    Hi Aiden -

    Just to confirm, what plan level are you on? The editing capabilities vary depending on your plan, and we should start by making sure that's not the issue. :)

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