Managing your ticket forms

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45 Comments

  • Shawn Drake

    Somehow I lost your message., 

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  • 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?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Aaron,
     
    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!
     
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  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    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 

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  • 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?

     

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  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Hmmm, Aaron, it looks like you need to have Enterprise to use Contextual Workspace. Hopefully you have that!

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  • Aaron Powell

    I see, no we just have the Professional.

    Thanks

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  • 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. 

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  • 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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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    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

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  • Richard Burns

    Brandon Tidd 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.

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    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)?

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  • Richard Burns

    Hi Brandon Tidd,

    Here is the link https://metrasupport.zendesk.com/ 

    Here are the agent conditions:

    Here are the end user conditions:

    Take a look and let me know if I've missed something obvious.

    everything will be visible if it's *not* a conditional field somewhere. 

    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?

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hi Richard Burns

    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

     

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    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

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