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. You can apply Default ticket forms to all brands, or to specific brands.
For general information on ticket forms, see Creating ticket forms to support multiple request types.
To create a branded ticket form
- Click the Admin icon (
) in the sidebar, then select Ticket Forms. - Click Add form.
- 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.
- Deselect the Apply to all brands option.
- Click the Associated brands text box and select the brand or brands that should use this form.
- Add ticket fields to the form by dragging any ticket field from the list in the upper right, to the Form fields list.
- 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.
- Click Save Form.
To add brand restrictions to existing ticket forms
- Open the ticket form you want to update.
- Deselect the Apply to all brands option.
- Click the Associated brands text box to display and select the brand or brands that should use this form.
- 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
- Open the ticket form you want to update.
- Click the Associated brands text box to display the current brand associations.
- To add a brand, click the brand name in the drop-down list.
- To remove a brand, click the x next to the brand name in the Associated brands box.
- Click Save form.
14 Comments
For the instructions to add brand restrictions to existing tickets, the first step is to open the ticket you want to update. Do you mean open the existing form?
I did not see a brand change option on the individual tickets.
Thanks for the catch, Robin.
I am loving this option. It is super easy and intuitive and best of all: No more javascript!
Thanks Zendesk!
Is there a way to set default forms for each brand?
Well hello there April,
Thanks for leaving us with your question. Unfortunately, you can only set one default form for each brand (e.g you have Brand A with form B & C - you then have Brand B with form D & E - Brand A currently has form B as a default, but if you were to set Form D in Brand B as a default - it will remove Brand A's form default).
With that said, you can only set one default form for all brands. Just make sure agents who are creating a ticket that requires a different form, must remember to change it.
Jonny,
Will the option to choice specific forms for each brand be added anytime soon?
My company has three brands set up and I would like to have a unique form for each brand.
Hi Terence!
This article outlines how to set up brand-specific ticket forms...is there something here that isn't working for you?
We've got a single form in a brand, but by default it shows 2 options - that form for the brand and the Site default, which is not associated with the brand, but is selected as the default. As the article says, "Default ticket forms are viewable on all brands."
We need the ability to have a default for each brand, rather than a global default which inserts itself into all brands?
If this is already possible, how do we do it?
Hi Andy!
If you navigate to the default ticket form you should be able to associate this with any brands that you'd like, and leave it off from any brands that you don't want it to pop up for.
This article also has some further workarounds if you need to specify multiple forms for a particular brand but also have some control over when they are popping up: https://support.zendesk.com/hc/en-us/articles/206977397-Multibrand-Display-the-appropriate-forms-on-the-correct-Help-Center
Let us know if you need any further help!
Is there a way to use the ticket field "Brand" in specified organizations ticket forms?
Example: I want to create a request form for one Organization that has 5 brands. However, I don't want the brand field to appear for all Orgs as the brands are specific to only one org.
The multibrand is setup, but I cannot activate the custom field "brand", as all orgs will see the brands of all orgs in the dropdown.
Hi Stassa,
If I'm understanding you correctly, could you restrict the Ticket Form that contains the custom Brand field to those 5 specific brands you've set up under Multi-branding?
Screenshot below:
Otherwise, you'd need to custom code this in your Guide theme so that field will only show up for users within a certain organization. I wasn't able to track down a specific article that shows how to accomplish this, however, we do have a user tip that goes over restricting ticket forms based on the organization that may help point you in the right direction: Hide ticket forms based on user's organization (Professional add-on and Enterprise)
Keep in mind that since this requires custom code, you'll want to have you developers assist further as this is outside our scope here at Zendesk.
Cheers!
Thank you Brett Bowser, good idea. Not ready to custom code the guide just yet.
Is there a way to have a specific ticket form show up for agents in the Zendesk backend based on the brand selected? I've created two forms and assigned one to two of our brands (set as our default ticket form), and the other is assigned to a third brand, but when an agent selects the brand, it looks like they manually have to set the ticket form too. Any suggestions?
Hey pstrauss
There is no way at the moment to set a the brand to trigger a form to change in the agent UI.
What we ended up doing was providing agents with a macro they could use that set the brand, form and other data that may be required and then agents use that to save a bit of time.
Zendesk learns pretty quickly which macros the agents use most and show the top 5 to the agent. On top of that, we can use keyboard shortcuts to get to them quickly, so agents don't need to use the mouse at all.
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