Creating and applying branded ticket forms

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16 Comments

  • Elspeth Mogol

    Hi! Is there an option for us to deactivate the General (default) in ticket forms? 

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Elspeth Mogol,

    Yes! I think you have to have another form active to do this, but just hover over the three dots to the right of the form name:

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  • Elspeth Mogol

    Hi Heather, 

    Thanks for your prompt response. I wanted to make sure that it won't mess up our workflow. Does changing the default form affect anything in our system? 

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Elspeth Mogol,

    Good question! Whichever form you choose as default will be the form that shows when your Agents create a ticket. It will also be the form the system uses to create a ticket when an end user creates a ticket unless your triggers determine otherwise.

    I would not deactivate any forms until you know for sure it is no longer being used in any scenario.

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  • Paul Strauss

    Is there a way to set a default form for specific brands? We want the correct form to automatically be selected when our agents select the brand they are working with. In most scenarios, the brand will be automatically set if it's a phone call or email, but there are some scenarios where the brand will be set by the agent, and it seems as if then then manually have to select the proper form for their brand.

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  • Fritz Tomo

    Hello Paul, 

    It seems that there’s no option to set a default form per brand, however, you can create branded ticket form so that you can filter which forms will be available to each of your brand. If you already have these forms ready, you can go to Admin Center > Object and Rules > Tickets > Forms. Choose the form that you want to appear only on that brand and then set it under the “Associated Brands”.

    Thank you

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  • Paul Strauss

    Fritz Tomo the issue with that solution is when the agent first adds a new ticket, it starts out with our main brand, and when they change brands with that drop-down, the list of forms doesn't automatically change to just the forms available to the new brand. That only seems to happen if the ticket was created by the system under the brand (i.e. a phone call on a brand-specific phone line)

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  • Fritz Tomo

    Hello Paul,

    I understand what you are trying to achieve. Unfortunately, we can't do it now but I recommend posting about this feature request and your use case on our product feedback discussion boards.

    Thank you 

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  • William Grote

    I have two brands, and separate forms for each brand, with the exception of 2 forms that overlap both brans- both of the overlap forms are internal though - visible only to agents

    From what I can tell, there is no way to have a different default form set for each brand - I cant find anything on this - I have a default set for my main brand, and that form is also limited to just the main brand

    Why this is messing things up - when a email creates a ticket in the second brand, there is no available default form, so it looks like the system is just taking the top form on the list for the default, and this happens to be an internal only agent form - not what I would like to happen

    Any ideas?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi @william grote,
    Yes, you can set up a trigger to look for the specific email address via "received at" and set the form.

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  • William Grote

    OK I just set up another brand that I wish to use for Partners and as an Internal Help center

    And I want my agents to fill out tickets on this brand from the Customer Interface - since its much easier to enter information and add descriptions for custom ticket fields - these forms are all for internal workflows and project management

    I created a new form, and set it to be active ONLY on this new brand, but when I go to submit a ticket, I ( as an agent ) get presented with the default brand that is set for our public customer facing brand - is there any way to set up a default form for a second brand OR a way to stop the main brands default form from showing up on another brand?

     

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  • Dainne Lucena
    Zendesk Customer Care

    Hi William Grote.

    In the Ticket Forms setting page, there should be a checkbox there to enable/disable it for your brands. If it's unchecked, you would be prompted to select a brand where it's associated to.


    Hope this helps!

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  • William Grote

    Dainne Lucena

    Thanks for the tip but im fully aware of that, the issue is that there is no way ( that I can tell) to set a different default form for each brand, there seems to be only one default form option for each Zendesk account and that applies to all brands, so in the case where the default form is not enabled on another brand, there is no way to set a new default form for that brand

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  • Dainne Lucena
    Zendesk Customer Care

    William Grote

    We don't have a setup yet wherein a brand would have its own "default ticket form". 

    I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams. In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    As a workaround, you can hide the default ticket form in your widget so it won't be an option for your end-users but would still be available for your agents. Jake published an article about the steps for that workaround which can you check here: Multibrand: Displaying the appropriate forms on the correct Help Center.

    Hope this helps!

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  • Ronald

    So on the surface that sounds reasonable and innocuous enough but it makes for a really bad agent experience. Here's my scenario:

    • I need one unique customer facing contact form for each help center brand (4 brands)
    • Each form will have all of the same fields except for one Form-specific field and therefore by association Brand specific

    The problem is that there will be times when agents need to move a ticket from one Brand to another. And such an update is impossible to do with a ticket update trigger because the target brand will, by design, not have the current ticket form associated with it. 🤦‍♂️

    The only way is for an agent to make to separate ticket updates: First set the brand and then change the form. I will do everything I can to avoid that, including re-thinking the brand specific field I wanted to create.

    If I could make fields conditionally visible based on Brand it would solve this problem. But as it is the only way I can apply a specific field to a brand is to create a specific form for the brand and add what is ultimately a brand specific field to the form.

    I tried to override the default functionality by creating a webhook request to the tickets API to update the ticket_form_id value when the ticket's brand is changed. But my request fails "InvalidEndpoint". I think this is because in the API documentation it says that the ticket_form_id property is only available for Enterprise accounts (I'm on Professional). 

    Frustrating! :(

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  • Andrea Rodriguez (CD Baby)

    Well, this is disappointing. Part of the reason I encouraged one of our teams to create a brand new brand in ZD was for the issue with the forms. 

    William Grote

    The workaround we currently use is creating a macro that acts as a template for all new (outgoing/proactive) tickets. So we click the + ticket and apply the macro called "New Ticket" and it applies the appropriate brand, the appropriate form and assigns the ticket to the agent. Other than that, all outgoing/proactive macros for this team have the brand and form within the macro. 

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