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.
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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.
-
- Present the link to customers so that they can open a specific request form in your Help Center.
102 Comments
I want to have 2 different forms, at 2 different url's. When I create the 2nd form, what I end up getting at:
/hc/en-us/requests/new
is a drop-down to select one of the forms. I want the above url to go straight to the default form, and then use a different url (the one with the ticket_id) to go to the 2nd form.
How do I do that?
Thx.
Hi Gil,
Depending on which form is selected, the URL should change with the form ID being added to the end like so:
Please let us know if you have any further questions or concerns!
Thanks Ben, but the issue is that the first url is already "out in the wild", and I just want those users to go straight to the default form, I don't want them to see the new form at all. I don't want them to see any "selection".
For the new form, I can certainly provide the url with the ticket_form_id, that's ok.
Hi Gil,
If this is possible, it would require custom code. Unfortunately after searching through some resources I was not able to locate any recipes that we have established. We will definitely leave this thread open however in case any other users have any custom/unsupported solutions that they would like to share.
Again, sorry for the bad news on that front.
How to find out form usage?
Hey Boobalan,
In Explore, you can use the Ticket Form attribute in both the Support: Tickets and Support: Ticket Updates dataset which should work well for your use case. That way, you could drill into the number of tickets or even number of tickets updates by Ticket Form name.
I hope this helps!
Hi,
Please can you clarify how we can get the url of the form?
The example url you gave had a 4-digit form code:
https://mycompany.zendesk.com/hc/en-us/requests/new?ticket_form_id=8613.
Yet the screenshot you showed had a 12-digit code. When I go to the form edit page it also shows a 12-digit code, but it doesn't work with the example url, just redirects back to the admin home. Also tried the last 4 digits, but did the same thing. And yes, i did enter the correct company name. So what gives?
Hey there,
The ticket form ID should definitely be longer than 4 digits. It may be directing you back to that page because you're signed in as an agent on the account and not an end-user. I would try testing in a private browser as an end-user to see if that shows you the form you're looking for.
Keep me posted!
Brett Bowser is there a way to create a URL that takes a light agent directly to a form? Whenever I try the route presented in this article, it loads the agent dashboard and not a new ticket form. I am trying to enable some light agents to open a ticket for an agent to pick up and I don't want them to have to work too hard at it. (I need Account Managers to be able to fill out an Escalation Form, which I don't want visible to customer end-users.)
Hey Kristina,
I believe you need to enable agents to manage requests in the Help Center in Guide before your Light-agents can access the form. More information in the following article: Accessing request forms
Let me know if that doesn't get you what you're looking for!
I'm trying to incorporate my ticket form on my Guide (help center) but I've been struggling to figure out how to do this. Are there any step by step directions? Also, I only have one form and do not see any form ID available on the Ticket Forms view under Settings (see screenshot). More generally, I can't even figure out how to test my own form to see the exact user experience.
Hello Rob Castellucci,
Please note that is only available on Support Enterprise, and you are on Team, which is lower than that, and that is why you do not see this feature.
You can still submit requests through your help centre, but this can only be done with a single ticket form, because of your plan's limitation.
For more info:
Submitting and tracking requests in the help center Customer Portal
Have a great day and stay safe!
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