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

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43 Comments

  • Helle Buhl
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    Please - it would be VERY useful to be able to restrict ticket forms to organizations or users - or both.

    4
  • Jessie Schutz
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    Hi Bill!

    Admins are the only role that can make those types in Zendesk. I would recommend promoted one of or more of your Team Leads to that role so they can take care of those changes for you!

    1
  • Sean Kearns
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    Good day,

    I'm following up to see if any progress has been made with nested ticket selection.  Goal being to clean up form selection for the end-user.  We have many forms because Accounts Payable, Marketing, IT, HR and Facilities have subforms.  Presenting it it all in one large flat list is cumbersome.  It would be nice to break it out by bizunit.

    Thank you.

    1
  • Violeta Micu
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    Hello Hope,

    If i understood correctly, your question is how to skip the step of choosing the form in your Help Center. So your customers will be able to see directly the first question in the form and not choosing between forms. I think you also use a special form just for customers (end-users) and one as a default for agents. Is this correct?

    If yes than i can give you a hint on this. You need the help of a dev with javascript to hide the other form and just keep the one that your customers need to fill. You will need to have the full link with the ID of the form and give it to your dev. colleague that will easly hide it from your Help Center code.

    If this is what you want to achieve and you don't have a dev to help you, let me know and i will come back with the code to you.

    I hope this helps you!

    1
  • Jimmy Rufo
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    I have a scenario where I have several light agents who will log in to the system to submit tickets. They will see the default ticket form that any full agent sees, but that can be bad for us. I don't want a light agent picking the assignee on a ticket or any other field that I wan't restricted to just my full agents, but I still want them to go into the agent console to submit tickets and fill certain fields.

    Is there a way to restrict ticket fields by the requester's agent role?

    1
  • Alex Squicimari
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    Hello:

     

    I have a trial account and want to test the Ticket Forms but the option is not available.

    Is there any way to get this activated?

     

    Thanks

    0
  • Max McDaniel
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    Hi Jessie, figured that might be the case. We have a number of teams who have a dynamic set of use-cases for Zendesk, meaning some are intricately involved with a number of different customer-facing tasks, while others focus exclusively on one or two specific workflows. 

    The idea is to try and clean up the "Ticket Form" drop-down list so those teams who regularly use 4-5 different forms can have those under a single category, similar to how Macros are structured, rather than having to scroll through an entire list of 20+ form searching for their form. 

    Ticket form can likely be populated either by trigger or macro more and more moving forward, so the manual selection of forms should be limited, but it is still cumbersome should an agent have to manually locate one. 

    Thanks!

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  • Jessie Schutz
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    Thanks for sharing your feedback, Cyn!

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  • Jason Schaeffer
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    Hi Hope, 

     

    Are you referring to a Default Ticket Form or a populated ticket field? I am having a little trouble understanding the ask. There has to be a default Ticket Form if you have several setup. A little more about your use case may help. 

     

    Thanks!

     

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  • Andy Hay
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    Hi

     

    How do I report on ticket forms used - so I can tell which are most commonly used?


    Thanks

    0
  • Bill Cicchetti
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    Is there any way to allow Team Leads to edit custom fields in ticket forms?

     

    We have a few departments using our instance and certain choice list fields such as  Version, module,components need to be updated ever time there is a new version release or one End-of-Lifed.

    I would rather give them the ability to make those changes instead of submitting a ticket to me as the sole admin.

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  • Jennifer Zou
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    In my form, there are too many fields, I am wondering that is there a way to organize these fields?

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  • Andreas Lärkfeldt
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    Hello Jessie!

    About adding a specific TICKET FORM to a specific brand doesn't cut it for us.

    We have a team that is handling all of our brands (along side people only handling one brand - so it works for one of our groups), but in order to make it more simple for them we should have the option to set a DEFAULT TICKET FORM to a specific GROUP or ORGANISATION (in the PEOPLE settings). They should only be able to see a "minimized" version of the TICKET FORM administrators are seeing.

    If you need help with how this could be structured in your database then please let me know - this shouldn't be the most complex task in the world :)

    Doesn't this sound like a solid an easy request?

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  • Jessie Schutz
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    Hi Alex! Welcome to the Community!

    I'm going to open a ticket for you; someone on our Support Team can get you in touch with the right folks to help you with this. You'll get an email from me soon!

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  • Valentino Nguyễn
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    Hi, I can't see button Ticket form in my Manage, show me, how to add this button? Plz!!!

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  • Jessie Schutz
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    Hey Cyn!

    Sorry about that, I read that as a suggestion rather than a question.

    The Org field is an internal field and as such can't be added to your ticket forms. However, I'm thinking you could create a custom dropdown field that your end-users would be able to see and select their Org from, and then add a Trigger that sets the Org on incoming tickets based on the value of that custom field.

    It's slightly more labor intensive, since you'd need to update it if you add additional Orgs at any point, but it should work like a charm!

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  • Max McDaniel
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    Hi there, curious is there's a way to nest form titles in the form drop down into categories (as is described here with macros).  I tried titling using the convention "Form Category::Form Name" but that didn't seem to do the trick. Thanks!

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  • Luke Han
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    Hello

     

    I can't remove and edit any lists of this form though I added a multi-select form and of course I'm an admin.

    How can I do at this point?

    0
  • Jessie Schutz
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    Hey Jennifer! 

    This is going to depend on what kind of fields you're using. If you're using drop-downs, you can set them up so they're nested. Otherwise, depending on the plan you're on, you could also use the Conditional Fields app.

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  • Cyn Armistead
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    Hi, Jessie.

     

    I don't think you understood what I was saying. I want to use a dropdown field on my ticket form that displays our customers' organizations, and allow the customer to choose the correct one. I don't want them to change the ticket form. But organization doesn't seem to be a field I can add to the ticket form at all.

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  • Jessie Schutz
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    Hi Hans!

    Your account manager will be able to help you out with this! I see that you have a ticket open in Support about this as well...Diogo can get you in touch with your account manager!

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  • Michaela Behan
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    hi Everyone

    if we have different ticket forms, does that mean different groups can have different different ticket forms?

    for example ive got a CSR group and a Service group

    and i want these 2 groups to have their own ticket form with out seeing each others fields.

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  • Jessie Schutz
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    Hey James! Sorry for the delayed response!

    To the best of my knowledge we don't have any plans to this effect, but it's a really interesting idea. I can definitely see where having the option to adjust that sidebar would be helpful.

    I did some poking around in our Product Feedback forum but wasn't able to see any other posts like this. If you're willing, it would be really helpful if you could head over there to post your suggestion and share your use case. This will give other users the opportunity to add their own votes and use cases, and it ensure that our Product Managers see your suggestion (even though they aren't always able to response, they definitely see everything!).

    Thanks James!

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  • Hope Notz
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    Hello! I need a way to remove the default ticket form. When it defaults to a specific form, our customers are not apt to change it to the correct one. I see in your support form, there is no default form. You just see " - " and then we have to choose what the problem is. How did you remove the default form?

    Thanks!

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  • Cyn Armistead
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    It would be extremely helpful to allow external users to choose their organization on the ticket form. Some of ours submit tickets on behalf of multiple organizations, and we really need to know which one a ticket should be assigned to.

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  • James
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    @ Jessie

    I am curious if there are any plans under way to modify the Support / Agent interface...specifically the new ticket / ticket form UI.  We have a relatively high number of custom fields available to an agent as well as a handful of forms.  Having all of that condensed into the left hand sidebar makes it difficult to use and requires agents to scroll up and down to fill in info as a customer provides relevant details.  If there was a feature to slide that panel wider into a ticket form that maybe had 3 columns of fields that would be hugely beneficial.  To go a step further, if there were a way to manage the general layout of fields in this type of view that would be a huge improvement. 

    Essentially, I am wondering if ZenDesk has any plans to include a more robust form builder feature for agents within the Support interface.   This would greatly assist with ease of data collection and potentially call flow as well.  Thanks!

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  • Sedd
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    How do I preview a ticket form to see what an end-user sees?

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  • Intis Kalnins
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    I'm with Jared and Rich on this. We're rolling 3 global brands into one Zendesk account and my help centre uses forms specific to my region. Because I'm forced to display the default form to the customer we now need to sync 3 separate global operations so we can all use the default.

    It also means I need to display a general (default) form to my customers instead of having them select the more specific forms I've created for each issue.

    We need an option to hide the default form from end users and another option to create default forms by brand.

    0
  • Gábor Nagy
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    I also can' t see this button! Where it is?

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