A ticket form is a set of predefined ticket fields for a specific support request. You can create multiple ticket forms. For more information about creating ticket forms, see Creating ticket forms to support different request types.
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. For more information, see Changing the order of your ticket forms.
If you're using Zendesk Guide, 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.
- 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.
96 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!
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