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

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43 Comments

  • 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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  • Hope Notz
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    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
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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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  • 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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  • 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
  • Jessie Schutz
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    Thanks for sharing your feedback, Cyn!

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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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    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
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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?

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  • Violeta Micu
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    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
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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!

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  • Hope Notz
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    Thanks Violeta! We figured it out!

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  • 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

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