Presenting ticket forms to end users (Professional add-on and Enterprise)

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96 Comments

  • george jackson

    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.

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  • Ben Van Iten
    Zendesk Community Team

    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!

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  • george jackson

    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.

     

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  • Ben Van Iten
    Zendesk Community Team

    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.

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  • Boobalan Marappan

    How to find out form usage?

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  • Brett Bowser
    Zendesk Community Team

    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!

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