A ticket form is a set of predefined ticket fields for a specific support request. If you have created multiple ticket forms, you manage your ticket forms from the Ticket Forms admin page.
If you want to change the instructions that end users see to select a ticket form or you can link directly to a ticket form for end users (see Presenting ticket forms to end users).
This article covers the following topics:
Changing the default ticket form
If you do not create multiple ticket forms, you have one support request form that corresponds to one set of ticket fields that appear in all your tickets. This is your default ticket form. If you do not have any other active ticket forms, the default ticket form includes all of your active ticket fields, and any new, active ticket fields you create automatically appear on your default form.
If you create multiple ticket forms, then one of the forms will be set as the default. You can change the default ticket form at any time. The default form will always be visible to end users to ensure that you have a request form to display to end users in Zendesk Support.
When you have at least two active ticket forms, new, active ticket fields you create are not automatically added to your default form; you have to manually add new ticket fields to your default form when you have multiple active forms.
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Forms.
- Move the cursor over the ticket form that you want to
use as your default ticket form and then click the
options menu (
) on the right side when it appears.
- Select Make
default.
The new default is set.
The ticket form that was previously set as default remains visible to end users. If you do not want that form to be visible to end users, you can edit the form and deselect the option Form name for end users.
Activating and deactivating ticket forms
Ticket forms are active by default and available to agents. Any active forms that you've set as visible to end users will also be available to end users.
You can deactivate a ticket form if you do not want it to be available to agents and end users. Deactivating a ticket form does not affect tickets where the form was previously applied.
Active and inactive ticket forms are grouped accordingly in the Ticket Forms admin page.
To activate or deactivate a ticket form
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Forms.
- Click the Active or Inactive tab.
- Move the cursor over the ticket form that you want to
activate
or deactivate and then click the options
menu (
) on the right side when it appears.
- Select Activate or Deactivate.
The ticket form moves to the active or inactive tab, depending on the action you selected.
Changing the order of your ticket forms
The order that ticket forms appear on the Ticket Forms admin page is also the order they appear in the drop-down list for agents in the ticket page and for end users in Zendesk Support.
To change the order of your ticket forms
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Forms.
- Click the name of the form you'd like to move, then drag it to a
new
position.
The ticket forms appear in the new order.
You can’t drag ticket forms to or from the Active and Inactive tabs.
- Repeat if you'd like to move another ticket form to a new position.
Searching for and filtering ticket forms
You can search for and filter ticket forms on the Ticket Forms admin page by brand.
To search and filter for ticket forms
- On the
Ticket
Forms admin page, click Filters.
The Filters menu expands.
- To view ticket forms associated with particular brands, select those brands from the drop-down list (you can choose more than one).
- To view ticket forms that aren’t associated with a brand, select Ticket forms without brands.
- (Optional) If you already applied filters, you can clear them by
choosing Clear filters.
Deleting ticket forms
You can delete any active or inactive ticket form. Deleting a ticket form does not affect tickets where the form was previously applied.
To delete a ticket form
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Forms.
- Open the ticket form for editing.
- In the upper-right corner, click the menu icon (
) and choose Delete.
A confirmation screen displays.
- Click Delete to delete the ticket form.
Cloning ticket forms
Information about how to clone ticket forms is located in Creating ticket forms to support multiple request types.
46 comments
Jean Cesar Martínez
Hi!
Let's say we have two Brands, therefore two HelpCenters and therefore two separate TicketForm; one for each HelpCenter. If for some reason a customer submits a ticket using the incorrect helpcenter and therefore the incorrect ticket form... is there a way we can switch the ticket form to the correct one in Support?
0
Jason Schaeffer
Hi Jean,
When you have the ticket open from the customer, you can update the Brand, as well as the Ticket form. You may need to adjust any ticket field selections that were made but this is definitely fixable!
There is additional information in the article below for you:
https://support.zendesk.com/hc/en-us/articles/203691116-Applying-ticket-forms-to-tickets.
Thanks!
Jason Schaeffer | Customer Advocate |
0
Brandon (729)
@... -
One thing that might help is to restrict the ticket form to the brand.
0
Marshall Hahn
Hello! I'm doing a top-to-bottom audit of our Zendesk instance, which includes auditing the forms we have.
There's a form I'd like to delete because it was only used for a very specific purpose a few years ago (it hasn't been used recently and all tickets using that form are closed). I still would like to retain the form and information on closed tickets if possible for reporting / auditing purposes.
In this article, it's mentioned that "Deleting a ticket form does not affect tickets where the form was previously applied."
But when I go to actually delete the form in-app, the confirmation modal says the opposite: "Deleting this form will permanently remove the form and its data from your account. This includes removing the form from all tickets in your account where this form was previously applied."
Which is true? If I delete the form, will the form details be removed from closed tickets or not? Thanks in advance!
0
Josh
Hi Marshall,
Thank you for messaging us.
To clarify things, closed tickets can no longer be modified by any settings. Which means when you delete the form, closed tickets are not affected. The only thing this will affect are Open, Pending, On-hold and Solved tickets.
Hope this helps!
0
Huy Hoang
Is there any way that I can delete description and subject in the ticket form? If not, I want to set a limit number of character for description field how can I do it?
0
Dave Dyson
Hi Huy –
It's not possible to remove the Subject and Description fields from a ticket form entirely, but it is possible to use come jQuery code to hide and autofill them in the Help Center request form: Disabling the subject and description fields on the new request form in Help Center
0
Delaney F.
Zenny Desk
Hi -- We have a triaging process that involves marking the issue type in ticket form A, then moving it to a new view and updating to ticket form B. Is there a way to carry the issue type populated in form A to form B automatically? Thanks!
0
Dave Dyson
If you include your issue type field in both forms, the value should persist when the ticket form on the ticket is changed from one to the other.
0
Søren Thorup
Hi,
I have a strange problem. I'm running test on Zendesk right now, but we will purchase the licenses in a bit before test runs out
Howcome I can't see the ticket fields from the form on every ticket ? I have no option to set priority categories etc.
Is it because i'm still running a trial account ?
0
Brandon (729)
Hi Søren -
There could be a couple things happening here. If you've created more than one ticket form, the fields could be on the 'new' ticket form opposed to the default ticket form. You'd also want to make sure that all of the fields have been added to the form itself. You can check both of these details under settings > ticket forms. If you've recently created a new form, you may need to refresh to see the option to select the form. Hope this helps!
Brandon Tidd
729 Solutions
0
Sierra Kirtz
Is there a way to specify which ticket form shows up on a certain page (URL), without having brands? For instance, On our academy page, we can embed the zendesk widget, but I only want to display the academy ticket form on that certain page/URL. I don't want the user to see two ticket form options, and have to choose one.
1
Dane
Hi Sierra Kirtz,
I noticed that this inquiry has already been answered on one of our Support tickets. The resolution provided was to utilize Web Widget Classic Settings Reference. A custom code has been added to your script to specify the Ticket Form to be used.
0
Mike Rountree
Hi,
I changed a form to be default for a specific team by accident. Will this impact the other forms that are being used by other teams in the company?
I do not know what form was previously marked as default.
Thanks,
Mike
0
Brandon (729)
Hey Mike Rountree,
Happy to help here. Your instance has one 'default' form that will:
Without being in your instance, it's hard to know how much you have relying on the 'default' form settings, but all is not lost! You may be able to see this change in your audit log. Alternatively, asking your Tier 1 reps which form they see most often is usually a good leading indicator. Either way, once you figure out which form was the default it's easy enough to switch back, and the only real short-term impact is that any impacted agents would have to select a different form when working on a ticket. Hope this helps!
Brandon
0
Michael Plaster
Is there no way to delete or deactivate the default form?
0
Heather Rommel
Hi Michael Plaster,
Yes you can, you just have to make a different form the default form and then you can deactivate the legacy default form.
Hope this helps!
0
Brandon (729)
Adding here that Zendesk has to have *a* form, even if it's not publicly available. All ticket data, even those coming in via email / phone / etc., live inside of Zendesk forms (in the agent view, this is represented in the left hand column with fields such as requester, assignee, priority, as well as any custom fields.
0
Marsy
We currently have a trigger in place for closed ticket responses where if a ticket is closed but a customer responds our zendesk will create a new ticket using our new form. I want to delete our old form, will this impact the trigger at all?
0
Brett Bowser
I'd be curious to know how you have this set up on your account. If your trigger is pointing to the old ticket form then it would be impacted. If you've set your trigger up to alter ticket fields instead, I can think of a way this would be impacted at all by using a new form.
Let us know if you have any other information you'd like to share :)
0
Chase Redfield
It would be great if we could toggle whether or not we want new fields added to the default form upon field creation. Currently, I am creating new fields and adding them to an Inactive form in preparation for launch at a later date. So at the moment we only have 1 active form. Every time I add a new field I then have to go to my default form and remove it before a client sees it and uses it on accident.
0
Dave Dyson
0
Kyle Arrington
I've noticed that even after setting a default ticket form, the "Submit a request" page has no form selected on page load, instead using a blank "-" option. Is this expected behavior?
0
Christine
It is expected that if you have more than 1 active ticket form, the field will present - with a dropdown where end-users can select a ticket form. Currently, there's no native way to have the default ticket form presented automatically with multiple ticket forms active.
As a workaround, you can make some customizations on the theme code of your Help Center and edit
header.hbs
then comment out the submit a request link. You can copy the link to the ticket form you want to use. You can refer to the screenshot below:By doing this, whenever the "submit a request" section is clicked, it will automatically redirect the user to the linked ticket form and shows as a default ticket form but users still have the option to change and choose their desired form using the dropdown.
For steps on how to customize your Help Center theme, see Customizing your help center theme.
You can also do some javascript/jquery customizations however this kind of modification or advanced customization involves custom coding and is not supported by our support team.
Note: Web-savvy Guide admins can work directly with the page code to build a customized theme for your help center.
0
Brian Morales
Hi, is there a way to make a form active based on a schedule using either automation or triggers?
For example, I generally have 2 forms during the entire year but during halloween I want this 3rd form to be available but only during the month of October.
0
Christine
Currently, it is not possible to activate ticket forms using a Trigger or Automation, and based on scheduled hours/holidays.
I recommend that you start a post in Feedback - Ticketing System (Support) using the Product Feedback Post Template, our Product Managers are constantly reviewing suggestions submitted in our forum to be considered in our future updates. Thank you!
0
Tomica Hleb
Hi,
Was the form-deleting feature removed from Zendesk?
I do not see this option on my list of forms, and am not able to delete any of the Active or Inactive forms.
Thank you
0
Elaine
Hi Tomica,
You should be able to delete a ticket form as follows:
Hope this clarifies!
0
Shawn Drake
Hi,
We're considering revamping our current ticket form and launching it Jan 2023. Once the new ticket form is active, If there are backlog open tickets, will that force them to use the new ticket form, or will it retain the old ticket form?
0
Ludwig P.
As you've started a conversation with us. I'd be happy to jump right in. Talk to you soon!
0