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

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41 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

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  • Jessie - Community Manager

    Hi Luke!

    It's not possible to restrict specific forms so they're only available to specific subsets of users, but you should be able to use JavaScript to hide the "Submit A Request" link. Another member of our Community put together a great tip on how to do this, which you can find here: Hide/show Humble Squid's Category Boxes along with "My Activities", "Submit a Request".

    Hope that helps!

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  • Ben Speich

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

    2
  • Helle Buhl

    Ben Speich - that would really be great to have that option. I also await the answer.

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  • Helle Buhl

    Maybe I should have a look at this ..
    https://support.zendesk.com/hc/en-us/articles/203662476-Using-the-Conditional-Fields-app-Enterprise-Only-

    .... but it does not fulfil all my wishes :)

    I would like ticketfields to by conditional towards customers.

    Our customers does not always exactly know what product they have - maybe it sounds strange - but never the less true. I would like to be able to limit the "product" part to show only the products that this customer have. That would make it easier for the to choose.

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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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  • 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
  • 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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  • Karyn Tooke

    I'm currently testing Forms and found the system Type field needs to be present in the form template so that the ‘Linked problem’ field also becomes visible, e.g. when trying to link an Incident to a Problem, can the Form field not have the same functionality as the Type field?

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  • Jessie - Community Manager

    Hi Karyn!

    If you want to use the Problem/Incident functionality, you'll have to use the system Ticket Type field. Can you give me some more information on what you're trying to do? There might be another solution available.

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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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  • Ian Smith

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

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  • Nicole - Community Manager

    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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  • 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

     

    0
  • Nicole - Community Manager

    Hey Ian - 

    Have you looked into using the capability to Notify External Targets

    0
  • 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? 

    0
  • Jamie Danjoint

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

    0
  • Jessie - Community Manager

    Hi Jamie!

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

    0
  • 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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  • 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!

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  • Jessie - Community Manager

    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!

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  • Janet Del Aguila

    Anyone know how to move the Type and Priority fields in the default Ticket Form? We are on the Support Plus plan with Zendesk.

    I don't like that the Type and Priority fields show towards the bottom of the Agent Dashboard (left side). These are required fields, so I need to move these up where they can see these immediately.

     

    UPDATE: I couldn't see my changes after dragging/dropping the field order. I logged off and logged back in. I see my changes now. Yay!

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  • Nicole - Community Manager

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

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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? 

    0
  • 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
  • Stephen Fusco

    Hey Patrick, 

    I notice that you have a ticket open with Nick right now on this subject. Insights reporting is a pretty huge topic and there are a lot of ways to customize how you report on ticket fields and inquiries. The short answer to your question is yes, Insights can pull in and report on data across ticket forms in one report. You'd just select the ticket fields as part of your attributes.

    Nick will help you on any specific questions you may have about that. Thanks for your question! 

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  • Heather R

    @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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  • 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!

    0
  • Jacob J Christensen

    Hi Bee,

    I found this article on hiding specific forms based on the user's organization:
    https://support.zendesk.com/hc/en-us/articles/204579603-Hide-ticket-forms-based-on-user-s-organization-Professional-Add-on-and-Enterprise-

    Hope that helps you on your way.

    0
  • 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

     

     

    0

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