Creating multiple ticket forms to support different request types

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84 Comments

  • Luke Barrett

    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

    3
  • Phil

    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!

    2
  • Ken Shampo

    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?

    1
  • Ian Smith

    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

     

    1
  • Ian Smith

    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? 

    1
  • Mamad

    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

     

     

    1
  • Pedro Rodrigues
    Community Moderator

    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.

    1
  • Gail L
    Zendesk Community Team

    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. 

    1
  • Nicole S.
    Zendesk Community Team

    Hey Ian - 

    Have you looked into using the capability to Notify External Targets

    1
  • Nicole S.
    Zendesk Community Team

    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. 

    1
  • Ben Speich

    Any idea when I can make certain fields required on some forms but not on others?

    1
  • Jessie Schutz
    Zendesk team member

    Hi Jamie!

    It really depends on what you want your user experience to be. Can you tell me more about your use case?

    1
  • Jamie Danjoint

    Any advice on when to create multiple forms vs having one form and just using the conditional fields app? 

    1
  • Pedro Rodrigues
    Community Moderator

    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.

    1
  • Will Brown

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    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

    • Ticket > is > Created
    • Received at > (support address)

    Perform these actions

    • Ticket form > (form name)

    Let me know if this isn't what you're looking for!

    0
  • Luke Harbour

    Is it possible to relabel system fields so they show differently on different forms? 

    0
  • Rodger Bradford

    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. 

     

    0
  • Ryan C.
    Hi Hari,
     
    Thank you for the question! Generally, you are correct with your inquiry. Ticket Form ids will not show in the UI unless you are Enterprise or Professional Add-On. However, if you need the form id you could login and view the raw JSON via the API. Use this link: snapask.zendesk.com/api/v2/tickets. It's going to return raw JSON that will look strange to you, but all you need to do is inline search for "ticket_form_id". That will bring you back a little id number. :)
     
    Hope this helps!
    0
  • Chris Fink

    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!

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Judy Fairbanks

    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!

    0
  • YU-CHENG LI

    Hi, ZD community,
    I have a question to ask you. If I have above Professional license, how much ticket form do I create?

    0
  • Conza

    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. 

    0
  • Jessie Schutz
    Zendesk team member

    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!

    0
  • Chris Thomassen

    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

     

     

    0
  • Rodger Bradford

    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"

    0
  • PROVENTIC **** EMEA Reseller Partner
    Community Moderator

    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.

    0
  • Jacob J Christensen
    Community Moderator

    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!

    0
  • Cory Waddingham

    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).

    • Create two ticket forms. In this case, "default_form" and "other_form". "other_form" has a ticket field that only some customers should see. 
    • Edit the `home_page.hbs` template and add a link for the default ticket form

    ```

    <a id="newTicketLink" href="/hc/en-us/requests/new?ticket_form_id=default_form">

    ```

    • Add some JavaScript in `script.js` to change the href if the customer has a certain tag

    ```

    if (HelpCenter.user.tags.includes("some_tag")){
    document.getElementById("newTicketLink").href = "/hc/en-us/requests/new?ticket_form_id=other_form"
    }

    ```

    • Finally, hide the select form field:

    ```

    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. 

    0

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