Creating and applying branded ticket forms

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  • Robin Wiggins

    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. 

  • Aimee Spanier
    Zendesk Documentation Team

    Thanks for the catch, Robin.

  • Jan van Kalkeren

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

    Thanks Zendesk!


  • April Shetland

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

  • Jonny

    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.

  • Terence


    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.

  • Jessie Schutz
    Zendesk Team Member

    Hi Terence!

    This article outlines how to set up brand-specific ticket there something here that isn't working for you?

  • Andy Fleming

    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?

  • Ben Van Iten
    Zendesk Community Team

    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:

    Let us know if you need any further help!

  • Stassa Miller

    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.  

  • Brett Bowser
    Zendesk Community Team

    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. 


  • Stassa Miller

    Thank you Brett Bowser, good idea.  Not ready to custom code the guide just yet. 

  • pstrauss

    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?

  • Dan Ross
    Community Moderator

    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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