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

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8 comments

  • Avatar
    Jimmy Rufo

    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?

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    Helle Buhl

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

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    Intis Kalnins

    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.

  • Avatar
    Jessie Schutz

    Hi Intis!

    If you're using both Multibrand and Custom Ticket Forms, you can absolutely do what you're looking for here. You can get all the details here: Creating and applying branded ticket forms.

    That should get you started!

  • Avatar
    Andreas Lärkfeldt

    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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    Valentino Nguyễn

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

  • Avatar
    Gábor Nagy

    I also can' t see this button! Where it is?

  • Avatar
    Nicole Relyea

    Valentino & Gabor, what plan(s) are you on? This feature is available for Professional as an add-on and Enterprise. If you're on Essential or Team, that may explain why the button isn't showing up for you.

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