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

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11 comments

  • Avatar
    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

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Ben Speich

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

  • Avatar
    Helle Buhl

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

  • Avatar
    Helle Buhl (Edited )

    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.

  • Avatar
    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.

  • Avatar
    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?

  • Avatar
    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.

  • Avatar
    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?

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    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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