A ticket form is a set of predefined ticket fields for a specific support request. The ticket form that is applied to the ticket determines the fields and data a ticket contains.
End-users can select a ticket form when they submit a request, if multiple ticket forms are available to then, and that ticket form will be applied to their ticket. Agents can apply any available form to a ticket or change the existing ticket form for a ticket.
For information about creating multiple ticket forms, see Creating ticket forms to support multiple request types
- In a New, Open, Pending, On-hold, or Solved ticket, click the Form field in the ticket properties panel, then select a ticket form from the drop-down list.
Note: For multibrand users, the forms displayed in this list depend on the brand applied to the ticket. Depending on your settings, you may be able to access another brand's ticket forms by switching to that brand, using the Brand drop-down list. For more information, see Branded ticket forms.
You cannot change the ticket form for a Closed ticket.
The ticket fields update for the ticket form you selected.
If you change forms while working on a ticket, any data entered in the previous form that is not shown in the new form will still be available until you submit the ticket.
For example, consider that you enter data in the Platform field in a Software request form, then switch to a Hardware request that does not contain the Platform field. If you switch back to the Software form before you submit the ticket, your data will be saved in the Platform field. If, however, after switching to the Hardware form you submit the ticket, the Platform data from the Software form will not be retained in the ticket.