Managing your ticket forms

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11 Comments

  • Jean Cesar Martínez

    Hi!

    Let's say we have two Brands, therefore two HelpCenters and therefore two separate TicketForm; one for each HelpCenter. If for some reason a customer submits a ticket using the incorrect helpcenter and therefore the incorrect ticket form... is there a way we can switch the ticket form to the correct one in Support?

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  • Jason Schaeffer
    Zendesk Customer Care

    Hi Jean,

    When you have the ticket open from the customer, you can update the Brand, as well as the Ticket form. You may need to adjust any ticket field selections that were made but this is definitely fixable!

    There is additional information in the article below for you:

    https://support.zendesk.com/hc/en-us/articles/203691116-Applying-ticket-forms-to-tickets.

    Thanks!

    Jason Schaeffer | Customer Advocate |

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    @... -

    One thing that might help is to restrict the ticket form to the brand.

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  • Marshall Hahn

    Hello! I'm doing a top-to-bottom audit of our Zendesk instance, which includes auditing the forms we have.

    There's a form I'd like to delete because it was only used for a very specific purpose a few years ago (it hasn't been used recently and all tickets using that form are closed). I still would like to retain the form and information on closed tickets if possible for reporting / auditing purposes.

    In this article, it's mentioned that "Deleting a ticket form does not affect tickets where the form was previously applied."

     

    But when I go to actually delete the form in-app, the confirmation modal says the opposite: "Deleting this form will permanently remove the form and its data from your account. This includes removing the form from all tickets in your account where this form was previously applied.

    Which is true? If I delete the form, will the form details be removed from closed tickets or not? Thanks in advance!

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  • Josh
    Zendesk Customer Care

    Hi Marshall,

    Thank you for messaging us.

    To clarify things, closed tickets can no longer be modified by any settings. Which means when you delete the form, closed tickets are not affected. The only thing this will affect are Open, Pending, On-hold and Solved tickets.

    Hope this helps!

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  • Huy Hoang

    Is there any way that I can delete description and subject in the ticket form? If not, I want to set a limit number of character for description field how can I do it?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Huy –

    It's not possible to remove the Subject and Description fields from a ticket form entirely, but it is possible to use come jQuery code to hide and autofill them in the Help Center request form: Disabling the subject and description fields on the new request form in Help Center

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  • Delaney

     

    Zendesk Team

    Hi -- We have a triaging process that involves marking the issue type in ticket form A, then moving it to a new view and updating to ticket form B. Is there a way to carry the issue type populated in form A to form B automatically? Thanks!

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  • Dave Dyson
    Zendesk Community Manager
    Hi Delaney,
     
    If you include your issue type field in both forms, the value should persist when the ticket form on the ticket is changed from one to the other.
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  • Søren Thorup

    Hi,

    I have a strange problem. I'm running test on Zendesk right now, but we will purchase the licenses in a bit before test runs out

    Howcome I can't see the ticket fields from the form on every ticket ? I have no option to set priority categories etc.

    Is it because i'm still running a trial account ?

     

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Søren -

    There could be a couple things happening here.  If you've created more than one ticket form, the fields could be on the 'new' ticket form opposed to the default ticket form.  You'd also want to make sure that all of the fields have been added to the form itself.  You can check both of these details under settings > ticket forms.  If you've recently created a new form, you may need to refresh to see the option to select the form.  Hope this helps!

    Brandon Tidd
    729 Solutions

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