Managing your ticket forms (Professional Add-on and Enterprise)

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 and editing ticket forms, see Creating ticket forms to support multiple request types.

Ticket forms are available as a Professional Add-on (as part of the Productivity Pack Add-on) and on Enterprise. Administrators can create and manage ticket forms.

You manage your ticket forms from the Ticket Forms admin page.

Note: You can also change the instructions that end-users see to select a ticket form or you can link directly to a ticket form for end-users. For more information, see Presenting ticket forms to end-users.

This article covers the following topics:

• Changing the default ticket form
• Activating and deactivating ticket forms
• Adding and removing brands
• Changing the order of your ticket forms
• Deleting ticket forms

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.

To change the default ticket form

1. Click the Admin icon () in the sidebar, then select Ticket forms.
2. Hover over the name of the ticket form that you'd like to make default, then select Make default.

   

   The new default is set.

   Note: 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.

Active and inactive ticket forms are grouped accordingly in the Ticket Forms admin page.

To activate or deactivate a ticket form

1. Click the Admin icon () in the sidebar, then select Ticket forms.
2. Hover over the name of the ticket form you want to activate or deactivate, then select Activate or Deactivate.

   

   The form moves to the active or inactive section depending on the action you selected.

Adding and removing brands

Multibrand users can restrict the availability of ticket forms to specific brands. For more information, see Branded ticket forms.

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 Zendek Support.

To change the order of your ticket forms

1. Click the Admin icon () in the sidebar, then select Ticket forms.
2. 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.

3. Repeat if you'd like to move another ticket form to a new position.

Deleting ticket forms

You can delete inactive ticket forms. If you want to delete an active ticket form, you must first deactivate the ticket form.

To delete a ticket form

1. Click the Admin icon () in the sidebar, then select Ticket forms.
2. Click the name of the inactive ticket form you want to delete so that it opens in edit mode.
3. At the bottom of the ticket form, click Delete form.

   

   The ticket form cannot be recovered once it is deleted.

   Note: If you don't see the delete option, make sure the ticket form is currently inactive. You cannot delete active ticket forms.

   The ticket form is removed from your list of ticket forms.