Creating and applying branded ticket forms

If you have set up multiple brands, you can restrict access to specific ticket forms by brand. This allows you to control the ticket forms available to end-users and agents based on the brand of the Help Center or ticket they're viewing.

Note: When viewing a ticket, if an agent changes the brand, the selected form doesn't change, even if the currently-selected form is not available to the new brand. This is to prevent loss of data entered in the ticket fields.

You can assign brands to new ticket forms, or add them to existing forms. Default ticket forms are viewable on all brands.

For general information on ticket forms, see Creating ticket forms to support multiple request types.

To create a branded ticket form

1. Click the Admin icon () in the sidebar, then select Ticket Forms.
2. Click Add form.
3. Fill in the following fields:
• Form name for agents. This is the name agents will see in the ticket form drop-down in the ticket page.
• (Optional) Form name for end-users. Click to enable this field, then enter a descriptive title. This is the name end-users will see in the support request form drop-down.
4. Deselect the Apply to all brands option.
5. Click the Associated brands text box and select the brand or brands that should use this form.
6. Add ticket fields to the form by dragging any ticket field from the list in the upper right, to the Form fields list.
7. If you want to remove a ticket field from the form, click the X to remove it. By default, the ticket form includes several system fields. You cannot remove the system fields, except Type and Priority.
8. Click Save Form.

To add brand restrictions to existing ticket forms

1. Open the ticket form you want to update.
2. Deselect the Apply to all brands option.
3. Click the Associated brands text box to display and select the brand or brands that should use this form.
4. Click Save form.
   
   
   Note: Keep in mind, that if an agent changes the brand of a ticket, and the currently selected form is not associated with new brand, the form doesn't change. This is to prevent loss of data entered in the ticket fields.

To edit brand restrictions on ticket forms

1. Open the ticket form you want to update.
2. Click the Associated brands text box to display the current brand associations. 
3. To add a brand, click the brand name in the drop-down list.
4. To remove a brand, click the x next to the brand name in the Associated brands box.
5. Click Save form.