Creating and applying branded ticket forms Follow

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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 based on the brand of the Help Center they're using.
  • Allow agents to only assign forms based on the current brand of the ticket.

You can assign brands to new ticket forms, or add them to existing forms.

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.
Have more questions? Submit a request

Comments

  • 0

    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. 

  • 0

    Thanks for the catch, Robin.

  • 0

    I am loving this option. It is super easy and intuitive and best of all: No more javascript!

    Thanks Zendesk!

     

  • 0

    Is there a way to set default forms for each brand?

  • 0

    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.

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