
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
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!
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?
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
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?
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
Hi, Chris Fink! You won't lose any data unless an agent (or a business rule) changes or deletes a field's value.
For example, we have multiple hidden fields in our account that do not belong to any of our forms (that I use for administrative and tracking purposes).
This is also why Zendesk's editing pop-up shows all ticket fields - regardless of the form currently selected on each ticket - when we edit tickets in bulk following an advanced search.
Hi Aiden,
If you're looking to edit the options in the field called Ticket Type in that screenshot, click on the Ticket Fields section right above the Ticket Form option and select "edit" for that field. Changes made to the options for the field will automatically carry over to the what is available on the form after you save any changes. There's more info on working with the fields in Adding custom fields to your tickets and support request form.
You won't see the exact options described in this article because multiple forms aren't part of your current plan, but you can still add and remove fields from your ticket form.
Hey Ian -
Have you looked into using the capability to Notify External Targets?
Hi Cory,
I've re-enabled that post. It had been archived because it's pretty old and refers to a theme that no longer exists, but hopefully you can pull some info out of it and tweak it for the theme you're using.
Any idea when I can make certain fields required on some forms but not on others?
Hi Jamie!
It really depends on what you want your user experience to be. Can you tell me more about your use case?
Any advice on when to create multiple forms vs having one form and just using the conditional fields app?
Happy to help! By the way: if I understand your workflow correctly you can also consider having the same "Repair" form for both customers and agents.
You can add ticket fields that are only visible to agents to any form, so you could create a mandatory 'Status' drop-down (only available for agents) that has a default option like "Queued", for example (and then all the other progress statuses, of course).
You can also add all the other fields you need your agents to complete to that same 'Repair' form.
This kind of workflow will probably work best using Conditional Ticket Fields, but you can also configure it without that feature.
Thanks for the insight, Gail.
With that in mind, what ARE the ways we could expose a social media support channel (like WhatsApp) to users engaged with our product in a web environment? We use a code-based authentication system - allowing users to log in by having a code sent to their phone - so not all of our users need to have email addresses to use our product.
Hey Sari,
If you have multiple support addresses set up under Admin > Channels > Email you can create a trigger to auto-assign the form based on the address the ticket was generated from. The conditions you'd use are as follows:
Meets all of the following conditions
Perform these actions
Let me know if this isn't what you're looking for!
Is it possible to relabel system fields so they show differently on different forms?
Hello PROVENTIC **** EMEA Reseller Partner
Thanks again for the reply. Yes, we are on the enterprise level and I have looked at the template area where it says "Edit Code." The problem is that I cannot find the file that needs to be edited. I have looked through all of the .hbs files, CSS, and .js file and cannot locate the line of text anywhere.
Maybe I need to hire a programmer? It is frustrating because the rest of Zendesk control panel works well to customize the fields in a form. This photo attachment field is so frustrating with the lack of controls in the panel.
It's funny, I was just thinking about adding the Agent Only fields to the existing customer form to keep things clean.
Then I stumbled upon the upcoming updates to Conditional Ticket Fields and I am quite excited! I'm going to go ahead and get the Agent Only fields added to the customer-facing form and play with that, then wait for the Conditional Ticket Fields changes to hit our account and see what magic I can work there.
Thanks very much, Pedro!
Hey Luke,
You won't be able to change the name these fields unless you make them read-only for end-users. This will allow for you to change the name shown to the requester of the ticket, however, you won't be able to rename the field shown to agents. Additionally, you can have a different name displayed for reach ticket form this field is added to. You'd most likely need to create a separate ticket field for each form.
Let me know if you have any other questions!
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, ZD community,
I have a question to ask you. If I have above Professional license, how much ticket form do I create?
Hi,
So where can I put these ticket forms?
It has to be when submitting a ticket via Guide?
Or via web widget?
Can we embed into a contact page on our website?
All of the above?
Is there an article about this - it seems completely overlooked, or I haven't found it yet. Just seems to be assumed knowledge.
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!
Professional user here, website & help center is written in 5 languages.
When adding or editing ticket forms, only english is shown and there is no option to switch between languages.
I want to add tags to certain tickets so I can properly manage the workflows, but I need to be able to do this separately per language. Is this not supported or am I missing something?
Thanks
Hello Zendesk,
We use tickets for warranty purposes and we require our customers to submit a photo that shows the defect. The problem is that that the attachment field says "Optional" when it is actually required. I cannot figure out how to change this. The other ticket fields are easily changed in Fields but the attachment field is completely different and can only be activated in Tickets from the Admin Panel without any options to modify the text. I have searched high and low in the help forums and cannot find the answer.
How can we modify the field to say "Photos -Required"

Hi Rodger
Apologies for the late reply here - There isn't really any way to control the Attach file field in Guide other than to either allow attachments or not. That said you do have a way to change it. The only way to change it is to do a CSS/javascript text replace. In regards to making it required I'm not sure if you can do that, but if you can it is surely to be the javascript route too. Keep in mind this only works on the webform and not in the web widget.
Hi Chris,
For translating ticket forms/fields, you may find this helpful:
https://support.zendesk.com/hc/en-us/articles/203661456-Using-dynamic-content-to-translate-your-ticket-fields-Professional-and-Enterprise-
If you want to tag tickets based on language, you could setup a trigger to add a tag based on requester language.
Hope that gets you started!
I thought I would add the solution we came up with, in case it's helpful to others. We differentiate users by tags, and need to present different ticket forms to users based on those tags. So, we used some JavaScript to control which ticket form a customer sees, and some more JavaScript to hide an element on the form (specifically, the one that allows customers to pick the ticket form they want to use).
```
<a id="newTicketLink" href="/hc/en-us/requests/new?ticket_form_id=default_form">
```
```
if (HelpCenter.user.tags.includes("some_tag")){
document.getElementById("newTicketLink").href = "/hc/en-us/requests/new?ticket_form_id=other_form"
}
```
```
x = document.getElementsByClassName("form-field select optional request_ticket_form_id")
if (typeof x != 'undefined'){
x[0].style.display = "none"
}
```
This goes into the section with DOMContentLoaded.
Now we have two different forms for different types of customers in the same brand, with no worries about customers who shouldn't see that field worrying about it.
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