Presenting ticket forms to end users

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Quick Look: Admin Center > Objects and rules > Tickets > Forms

A ticket form is a set of predefined ticket fields for a specific type of support request. When you have multiple ticket forms available to end users, you can customize the instructions that direct end users to select the appropriate support request form or provide a link to the appropriate ticket form directly in your help center.

This article contains the following topics:

• Customizing the presentation of ticket forms to end users
• Changing the instructions for selecting a ticket form
• Linking directly to a ticket form

Customizing the presentation of ticket forms to end users

Without customization, when multiple ticket forms exist, users are presented with a drop-down list of forms to select from when submitting a request.

However, the following options are available to help ensure users submit requests based on the correct form:

• You can change the order of the forms in the drop-down list.
• You can link directly to a ticket form in your help center to present a group of end users with a specific request form instead of asking them to select the appropriate form. If you require sign-in to submit tickets, the user will have to sign in to see the form.
• If you want to streamline the whole process for your users and agents, you can create automatically filled fields of the form for them. See Creating pre-filled ticket forms.

Changing the instructions for selecting a ticket form

Instead of using the standard instructions, you can customize the instructions provided to end users when submitting a request to help them select the appropriate ticket form.

To change the instructions that end users see for multiple ticket forms

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
2. Enter text in the End user instructions field.

   

   You can use dynamic content in your end-user instructions. For more information see Creating dynamic content.

3. Click Save.

Linking directly to a ticket form

In some cases, you can skip the step of users selecting their ticket form and provide them a direct link to a specific form.

To link directly to a ticket form in your help center

1. Get the URL for the ticket form you want to link to by doing one of the following:
   • Go to your support request form on your site, select a form from the drop-down list, then copy the URL.
   • Go to the Ticket Forms admin page and click the ticket form to open it for editing. The edit page for the ticket form opens. Look at the URL in the your internet browser. The number at the end of the URL is the ID of the ticket form.

     

     Replace the ticket form ID (8613) in the example URL below with your ticket form ID:

     https://mycompany.zendesk.com/hc/en-us/requests/new?ticket_form_id=8613.

2. Present the link to customers so that they can open a specific request form in your help center.
   Note: If you're on a Support Enterprise plan, you must also have at least a Guide Lite Legacy plan to be able to route users to the form.

   If you require sign-in to submit tickets, the user will have to sign in to see the form.