This is recipe 3 of 3 in our Cookbook for the customer-centric company.
Featured ingredient: Creating ticket forms to support multiple request types
A recipe for a business providing software support
Nothing slows down the support process more than having to go back and forth with the customer to gather information. Ticket forms help support teams expedite the support process by gathering the right information related to a support request.
This recipe outlines a basic set of ticket fields and forms designed for a B2C or B2B software company to capture information about a customers' technology environment.
Skill level: Advanced
Time required: 30 minutes
7 drop-down ticket fields
3 ticket forms
Step 1: Start by thinking about the fields you'll need to support your basic ticketing processes and begin creating your custom ticket fields.
These fields might already be in your Zendesk, and that's ok, too. This list is in no particular order—you can organize them when you create forms.
|Name of field||Field type||Field options||Requirements|
|Product||Drop-down||"Product A", "Product B", "Product C"||End-user requiredAgent required|
|Platform||Drop-down||"Web", "iOS", "Android", "BlackBerry"||End-user editable|
|Environment/version||Drop-down||"Production", "Staging/QA", "Development"|
|Severity||Drop-down||"Sev 1", "Sev 2", "Sev 3"|
|About||Drop-down||"Product area 1", "Product area 2","Specific feature 1", "Specific feature 2"||Agent required|
|Operating System/version||Drop-down||"Windows::8", "Windows::7", "Windows::Vista","OSX::Snow Leopard", "OSX: Lion", "OSX: Mountain Lion","Other"||End-user editable|
|Browser/version||Drop-down||"Chrome", "Safari", "Firefox", "Opera", "IE9", "IE8", "Other"||End-user requiredAgent required|
|Featured status||Drop-down||"Not planned", "Planned", "In progress", "Complete"||End-user visible|
Step 2: Build ticket forms based on the ticket fields you just created to make gathering information on each support ticket easier and more comprehensive.
Don’t forget to tailor the ticket forms’ names for agents versus end-user.
|Name of form for agent||Name of form for end-user||Include following ticket fields|
|Question||Ask a question||All default system fieldsProductPlatformAbout|
|Bugs||Report an issue||
All default system fields
Environment & version
Operating system & version
Browser & version
|Feature request||Request a feature||All default system fieldsProductPlatformAboutFeature status|
In the agent view, your ticket forms should look something like this image when complete.
You too can contribute a recipe! Have a best practice for a set of fields or a workflow? Create a recipe in the community tips and tricks forum, and we'll share the link.