Managing your ticket forms

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50 Comments

  • Jason Schaeffer
    Zendesk Customer Advocate

    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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  • Hope Saldana

    Of course! Here is what I am referring to:

    Ours defaults to a specific form. Because of this, people tend to leave it on the default (and often times wrong) form and our ticket routing is messed up. Is there a way to leave it blank as you have here?

     

    Thanks!

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  • Bill Cicchetti

    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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  • Cyn Armistead

    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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  • Jessie Schutz
    Zendesk Team Member

    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!

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  • Jessie Schutz
    Zendesk Team Member

    Thanks for sharing your feedback, Cyn!

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  • Cyn Armistead

    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
    Zendesk Team Member

    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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  • Luke Han

    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?

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  • Violeta Micu
    Community Moderator

    Hi guys,

     

    I have a quick question. Do you know what will happened if i will deactivate a Form? 

    I want to deactivate 2 of them because they are old but i want to be able to see them in reporting.

    I guess that, if i delete them, then there will be no possibility to see old reporting based on old categories. Right?

    So i think that deactivating can be a good solution. I just want to be sure that i won't loose the data :).

    Do you know something about this? :)

    Thanks a lot!

    Vio

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  • Violeta Micu
    Community Moderator

    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
  • Hope Saldana

    Thanks Violeta! We figured it out!

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  • Sean Kearns

    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.

    2
  • 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?

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  • Jason Schaeffer
    Zendesk Customer Advocate

    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 |

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  • Brandon Tidd
    Community Moderator

    Jean Cesar Martínez -

    One thing that might help is to restrict the ticket form to the brand.

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  • 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!

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  • Josh
    Zendesk Customer Advocate

    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!

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  • 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?

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  • Dave Dyson
    Zendesk Community Team

    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

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