) > Manage > Ticket FormsOn Professional with the Productivity Pack add-on and on Enterprise, you 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.
Customers on the Essential and Team plans have only a single ticket form.
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 in Zendesk Support (Professional add-on and Enterprise).
- 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, you can click the plus sign (+) to add it 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.
79 Comments
Hey YU-CHENG LI,
There's no limit to the number of Ticket Forms you can have on your account.
Let me know if you have any other questions :)
Is it possible to have a custom ticket field's (Drop Down) default set dependant on form type?
Hi David,
You wouldn't be able make the default field value dependent on the ticket form, but if there are specific values that always correspond to different forms you could have triggers auto-fill them when tickets are created on the different forms.
Why is it that even if I choose only to include fully custom fields in my ticket form, an "Email Address" field automatically appears on my form? Is there any way to create a ticket form and NOT have "Email Address" on it?
I am asking because we have users who do not have access to email and will be using WhatsApp as a support channel. So maybe the more specific question is: do ticket forms only apply to users who have the ability to communicate with our agents via email? Is there any way to integrate Social Messaging channels in a ticket form?
Hi Will,
The web form does have the email field built in to it as a required field because it was designed with email follow up in mind, those forms are not currently supported for social messaging channels.
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.
Hi Will,
We do have an integration with What's App (it looks like you have a ticket with your account manager about the details for set up) but that integration does't currently use our web forms. The What's App integration we have allows customers to reach out via What's App and have the responses managed in Zendesk, but there isn't a lot of customization for the integration.
I was trying to access this page, to find a way to use JS to restrict some ticket fields to subsets of users. But I'm getting access denied. Can you open that page up?
We need to be able to allow some customers in one of our brands to set a certain field on their tickets, but not show that field to others. We don't want to create an additional brand to handle this, since both sets of customers are the same in all other respects (both use the same KB and Help Center). What's the best way to do this, if the JS solution referenced above is not available?
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.
Hi everyone,
It looks like I'm not able to edit an existing ticket form and I'm logged in my admin account. The created ticket form is not clickable and there's no option for me to edit it, is there something I'm missing maybe?
Thank you!
Hello Aiden,
Can you share a screenshot of your instance and explain what part of the ticket form you are trying to change?
Best regards.
Sure thing Devan, here it is now
I'm looking to add in more options to other ticket type, which is a multiple selection form, but there doesn't seem to be an option for me to do that, or I'm not finding it.
Hi Aiden -
Just to confirm, what plan level are you on? The editing capabilities vary depending on your plan, and we should start by making sure that's not the issue. :)
Hey Nicole,
Makes sense for sure, we're on the Professional plan :)
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.
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.
Hello,
When we use multiple forms for different request types, can this request type information (form title chosen in the dropdown list) be collected and used in business rules or views ?
Hi Anais - You can absolutely use Ticket Forms in Triggers and Views. In both cases, you'll want to select Form from the dropdown menu when building a new trigger or view, and then select the name of the ticket form you'd like to use.
Hi Chandra,
That's great.
Thanks a lot for your reply.
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