Creating and applying branded ticket forms

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12 Comments

  • Robin Wiggins
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    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. 

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  • Aimee Spanier
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    Thanks for the catch, Robin.

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

    Thanks Zendesk!

     

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

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  • Jonny
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    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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  • Terence
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    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.

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  • Jessie Schutz
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    Hi Terence!

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

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  • Andy Fleming
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    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?

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  • Ben Van Iten
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    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!

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  • Stassa Miller
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    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.  

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  • Brett - Community Manager
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    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!

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  • Stassa Miller
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    Thank you Brett - Community Manager, good idea.  Not ready to custom code the guide just yet. 

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