A ticket form is a set of predefined ticket fields for a specific support request. When you have multiple ticket forms available to end users, you can customize the instructions that end users see asking users to select the appropriate support request form. A drop-down list of the available forms appears below the text.
You can also change the order of the forms in the drop-down list, (see Changing the order of your ticket forms).
Another feature is to 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 want to streamline the whole process for your users and your agents, then you can create automatically filled fields of the form for them, (see Creating pre-filled ticket forms).
- Click the Admin icon () in the sidebar, then select Manage > Ticket forms.
- 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.
- Click Save.
- 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:
- Present the link to customers so that they can open a specific request form in your Help Center.