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

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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.

Ticket forms are available as a Professional Add-on (as part of the Productivity Pack Add-on) and on Enterprise. Administrators can create and manage ticket forms. Ticket forms can be used in business rules, including views, triggers, and automations.

Note: For information about managing your ticket forms, seeManaging your ticket forms.

You can also watch this short video.

Creating Ticket Forms (01:37)

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.

Tip: Be sure to check out this ticket forms recipe for software support. And check out this ticket forms recipe for a password reset form from Justin in the Community. Also, for more recipes using ticket forms, check out our  Customer-centric cookbook. Share your recipes!

Note: 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.
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.
    Note: 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.
  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 make that ticket field active first. To do so, click the Admin icon () in the sidebar, then select Ticket Fields. Hover over the field you want to make active, then select Activate. You might need to refresh after you activate the ticket field.

  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.

    You cannot rearrange the system fields and you cannot move custom fields above system fields.

  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.

Have more questions? Submit a request

Comments

  • 0

    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

  • 0

    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!

  • 0

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

  • 0

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

  • 0

    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.

    Edited by Helle Buhl
  • 0

    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.

  • 0

    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?

  • 0

    @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.

  • 0

    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?

  • 0

    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.

  • 0

    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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