A ticket form is a set of predefined ticket fields for a specific support request. If you have created multiple ticket forms, you manage your ticket forms from the Ticket Forms admin page.
If you want to change the instructions that end users see to select a ticket form or you can link directly to a ticket form for end users (see Presenting ticket forms to end users).
This article covers the following topics:
Changing the default ticket form
If you do not create multiple ticket forms, you have one support request form that corresponds to one set of ticket fields that appear in all your tickets. This is your default ticket form. If you do not have any other active ticket forms, the default ticket form includes all of your active ticket fields, and any new, active ticket fields you create automatically appear on your default form.
If you create multiple ticket forms, then one of the forms will be set as the default. You can change the default ticket form at any time. The default form will always be visible to end users to ensure that you have a request form to display to end users in Zendesk Support.
When you have at least two active ticket forms, new, active ticket fields you create are not automatically added to your default form; you have to manually add new ticket fields to your default form when you have multiple active forms.
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Forms.
- Move the cursor over the ticket form that you want to
use as your default ticket form and then click the
options menu (
) on the right side when it appears.
- Select Make
default.
The new default is set.
The ticket form that was previously set as default remains visible to end users. If you do not want that form to be visible to end users, you can edit the form and deselect the option Form name for end users.
Activating and deactivating ticket forms
Ticket forms are active by default and available to agents. Any active forms that you've set as visible to end users will also be available to end users.
You can deactivate a ticket form if you do not want it to be available to agents and end users. Deactivating a ticket form does not affect tickets where the form was previously applied.
Active and inactive ticket forms are grouped accordingly in the Ticket Forms admin page.
To activate or deactivate a ticket form
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Forms.
- Click the Active or Inactive tab.
- Move the cursor over the ticket form that you want to
activate
or deactivate and then click the options
menu (
) on the right side when it appears.
- Select Activate or Deactivate.
The ticket form moves to the active or inactive tab, depending on the action you selected.
Changing the order of your ticket forms
The order that ticket forms appear on the Ticket Forms admin page is also the order they appear in the drop-down list for agents in the ticket page and for end users in Zendesk Support.
To change the order of your ticket forms
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Forms.
- Click the name of the form you'd like to move, then drag it to a
new
position.
The ticket forms appear in the new order.
You can’t drag ticket forms to or from the Active and Inactive tabs.
- Repeat if you'd like to move another ticket form to a new position.
Searching for and filtering ticket forms
You can search for and filter ticket forms on the Ticket Forms admin page by brand.
To search and filter for ticket forms
- On the
Ticket
Forms admin page, click Filters.
The Filters menu expands.
- To view ticket forms associated with particular brands, select those brands from the drop-down list (you can choose more than one).
- To view ticket forms that aren’t associated with a brand, select Ticket forms without brands.
- (Optional) If you already applied filters, you can clear them by
choosing Clear filters.
Deleting ticket forms
You can delete any active or inactive ticket form. Deleting a ticket form does not affect tickets where the form was previously applied.
To delete a ticket form
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Forms.
- Open the ticket form for editing.
- In the upper-right corner, click the menu icon (
) and choose Delete.
A confirmation screen displays.
- Click Delete to delete the ticket form.
Cloning ticket forms
Information about how to clone ticket forms is located in Creating ticket forms to support multiple request types.
46 comments
Shawn Drake
Somehow I lost your message.,
0
Aaron Powell
We have 2 different groups in the Support section using tickets to track calls coming in. I would like to have a form that is defaulted for each group.
Is that possible?
0
Gabriel Manlapig
I'm afraid this is not possible within Zendesk. You cannot set different default ticket forms for each agent/group. Users really has to manually select the form from the dropdown.
Alternatively, you can create a macros (that you can make exclusive to each group) to set the ticket form to the correct one, but I'm not sure that's better than the user simply selecting the correct form. I hope this answers your question!
0
Heather Rommel
Aaron Powell,
You might be able to do something using Contextual workspaces https://support.zendesk.com/hc/en-us/articles/4408833498906-Setting-up-contextual-workspaces
0
Aaron Powell
Heather that sounds like exactly what I need to do, but I do not see Contextual Workspaces in my Admin center. Is that something I need to add?
0
Heather Rommel
Hmmm, Aaron, it looks like you need to have Enterprise to use Contextual Workspace. Hopefully you have that!
0
Aaron Powell
I see, no we just have the Professional.
Thanks
0
Tim Barrett
What would be really helpful is to have categories for Forms in the same way there are categories for Guide Articles. This would allow us to create much more effective user journeys, by allowing us to break up increasing long lists of forms and having separate custom request pages for each. (i.e. Orders, Property, HR etc) or including it as a variable /drop down/filter in the request page.
0
Richard Burns
I have conditional fields for support of a rail line: specifically, there are multiple rail lines, and depending on the rail line selected, I then have the relevant rail stations populate. When customers enter a ticket, they only end up making two selections: Rail District X and Rail Station Y.
However, when the end user views the request and form through the web browser, they see their entered values for Rail District X and Rail Station Y, plus null fields for Rail District A-W and Rail Station A-X (see screenshot below). Is it possible to hide the unused fields in this view?
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0
Brandon (729)
Hey Richard Burns -
Have you verified that your conditional fields are conditional for both agents and end-users?
See step #3 in this article?
Let me know if you resolves your issue!
Brandon
0
Richard Burns
Brandon (729) They weren't at first, but I have since created this same conditional fields for agents and end-users.
Initially I manually created the same conditional triggers for agents and end-users, but to ensure that they were identical I copied the agent conditions to the end-users and then re-added any additional conditions that were overwritten.
This did not seem to resolve the issue, as all unused fields are still displayed.
0
Brandon (729)
Hmmm - it might be helpful to see a screenshot of your conditions for the form (also, make sure you refresh if you haven't done that yet). One thing to call out - everything will be visible if it's *not* a conditional field somewhere. Are you also able to share a link to your help center (if it's public)?
0
Richard Burns
Hi Brandon (729),
Here is the link https://metrasupport.zendesk.com/
Here are the agent conditions:
Here are the end user conditions:
Can you clarify all locations that "somewhere" refers to in the quote above? When the fields themselves are created, is there somewhere within the configuration where I need to assign a conditional status?
0
Brandon (729)
Hi Richard Burns
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Your conditioning looks sound, and it appears everything is working correctly for me:
I would suggest testing in an incognito window - you may have a caching issue on your hands.
Re: *Conditioned Somewhere* - Fields will be visible if they are not tied to at least one condition on the form.
Cheers,
Brandon
0
Brandon (729)
Hey Richard Burns -
I've just figured out you are talking about the requests portal - which is not impacted by the conditional fields on the form itself! My apologies for the confusion.
This awesome tip from our Zendesk Community is the answer to your question.
Cheers,
Brandon
0
Michael Le
Hello I had a quick question.
On our main brand we have our main form which houses everything, I'm looking to create another form but have it hidden and only accessible through a URL if possible? Creating another form within the same brand creates a drop down where they would have to choose between one of the two forms which isn't what we would.
This hidden form would be used for one off situations and I wouldn't want to create another brand to house one single.
0