
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.
Customers on the Essential and Team plans have only a single ticket form. Customers on the Professional plan with the Productivity Pack add-on and customers on the Enterprise plan can create multiple ticket forms.
You manage your ticket forms from the Ticket Forms admin page.
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
- Changing the order of your ticket forms
- Searching for and filtering ticket forms
- Deleting ticket forms
- Cloning ticket forms
Related articles:
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.
- Click the Admin icon (
) in the sidebar, and then select Manage > Ticket 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
- Click the Admin icon (
) in the sidebar, and then select Manage > Ticket 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
- Click the Admin icon (
) in the sidebar, and then select Manage > Ticket 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 inactive ticket forms. If you want to delete an active ticket form, you must first deactivate the ticket form.
Deleting a ticket form does not affect tickets where the form was previously applied.
To delete a ticket form
- Click the Admin icon (
) in the sidebar, and then select Ticket forms.
- Click the Inactive tab.
- Click the edit icon (
) of the ticket form you want to delete.
- At the bottom of the ticket form, click Delete form.
A confirmation screen displays.
- Click OK 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 (Professional add-on and Enterprise).
43 Comments
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!
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!
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.
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.
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!
Thanks for sharing your feedback, Cyn!
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.
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!
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?
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
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!
Thanks Violeta! We figured it out!
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.
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