What you can do with ticket forms depends on what Zendesk plan you have. If your plan includes multiple ticket forms (see Creating multiple ticket forms to support different request types) and conditional ticket fields (see Creating conditional ticket fields in Zendesk Support), follow the Advanced link below. If your Zendesk plan does not include these two features, follow the Basic link below.
|
Basic You can do these things:
|
Advanced You can do these things:
|
2 Comments
In Zendesk Support, I have create a lot of ticket form, and different group. Is it possible limit the agent(in one of the group ) only can view one ticket form and set as default? It means that some agent or group can't see some specific ticket form.
Hi Ping,
There is no way to restrict the ticket form to a group (or set of groups), you could use a trigger that identifies any update where an assignee attempts to use a ticket form that they are not allowed to use based on their group. This same logic can be used to prevent agents that support different brands from using a ticket form that belongs to a different brand. In this case, each brand would be supported by a specified group, these groups would then be restricted to specific forms as desired.
There is more information on this in the article below:
https://support.zendesk.com/hc/en-us/articles/115004484427-Can-I-restrict-a-ticket-form-so-that-it-can-only-be-used-by-agents-in-a-specific-group-
I hope that helps!
Jason Schaeffer | Customer Advocate |
Please sign in to leave a comment.