What you can do with ticket forms depends on which plan you have:
- If your plan includes multiple ticket forms and conditional ticket fields, follow the Advanced link below.
- If your plan does not include multiple ticket forms and conditional ticket fields, follow the Basic link below.
Basic
You can do these things:
- Customize the default ticket form
- Add custom ticket fields to the default ticket form
- Add the default ticket form to the Web Widget
Advanced
You can do these things:
- Customize the default ticket form
- Add custom ticket fields to the default ticket form
- Adding the default ticket form to the Web Widget
- Create additional ticket forms
- Add conditions to ticket forms with conditional ticket fields
- Choose a multiple ticket form from the Web Widget
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 |
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