Managing your ticket forms

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32 Comments

  • Jean Cesar Martinez

    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 F.

     

    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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  • Sierra Kirtz

    Is there a way to specify which ticket form shows up on a certain page (URL), without having brands? For instance, On our academy page, we can embed the zendesk widget, but I only want to display the academy ticket form on that certain page/URL. I don't want the user to see two ticket form options, and have to choose one. 

    2
  • Dane
    Zendesk Engineering

    Hi Sierra Kirtz,

    I noticed that this inquiry has already been answered on one of our Support tickets. The resolution provided was to utilize Web Widget Classic Settings Reference. A custom code has been added to your script to specify the Ticket Form to be used.

    <script type="text/javascript">
      window.zESettings = {
        webWidget: {
          contactForm: {
            ticketForms: [{ id: <<ticketformID>> }]
          }
        }
      };
    </script>
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  • Michael Rountree

    Hi, 

    I changed a form to be default for a specific team by accident. Will this impact the other forms that are being used by other teams in the company? 

    I do not know what form was previously marked as default. 

    Thanks, 

    Mike

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Michael Rountree,

    Happy to help here.  Your instance has one 'default' form that will:

    • Be the first option seen by agents creating proactive tickets.
    • Be the go-to form for tickets that are not adjusted into another form via a Trigger action.
    • Be the form associated with any email submissions unless otherwise deflected above.

    Without being in your instance, it's hard to know how much you have relying on the 'default' form settings, but all is not lost!  You may be able to see this change in your audit log.  Alternatively, asking your Tier 1 reps which form they see most often is usually a good leading indicator.  Either way, once you figure out which form was the default it's easy enough to switch back, and the only real short-term impact is that any impacted agents would have to select a different form when working on a ticket.  Hope this helps!

    Brandon

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  • Michael Plaster

    Is there no way to delete or deactivate the default form? 

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Michael Plaster,

    Yes you can, you just have to make a different form the default form and then you can deactivate the legacy default form. 

    Hope this helps!

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Adding here that Zendesk has to have *a* form, even if it's not publicly available.  All ticket data, even those coming in via email / phone / etc., live inside of Zendesk forms (in the agent view, this is represented in the left hand column with fields such as requester, assignee, priority, as well as any custom fields.

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  • Marsy

    We currently have a trigger in place for closed ticket responses where if a ticket is closed but a customer responds our zendesk will create a new ticket using our new form.  I want to delete our old form, will this impact the trigger at all?

      

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  • Brett Bowser
    Zendesk Community Manager
    Hey Marsy,

    I'd be curious to know how you have this set up on your account. If your trigger is pointing to the old ticket form then it would be impacted. If you've set your trigger up to alter ticket fields instead, I can think of a way this would be impacted at all by using a new form.

    Let us know if you have any other information you'd like to share :) 
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  • Chase Redfield

    It would be great if we could toggle whether or not we want new fields added to the default form upon field creation. Currently, I am creating new fields and adding them to an Inactive form in preparation for launch at a later date. So at the moment we only have 1 active form. Every time I add a new field I then have to go to my default form and remove it before a client sees it and uses it on accident. 

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  • Dave Dyson
    Zendesk Community Manager
    HI Chase, that's some great feedback - for the best visibility to our product team, and to allow other users to upvote and add their support for the idea, can you post to our Feedback on the ticketing system (Support) topic, using this template? Thanks!
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  • Kyle Arrington

    I've noticed that even after setting a default ticket form, the "Submit a request" page has no form selected on page load, instead using a blank "-" option. Is this expected behavior?

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  • Christine Felicia
    Zendesk Engineering
    Hi Kyle,

    It is expected that if you have more than 1 active ticket form, the field will present - with a dropdown where end-users can select a ticket form. Currently, there's no native way to have the default ticket form presented automatically with multiple ticket forms active.

    As a workaround, you can make some customizations on the theme code of your Help Center and edit header.hbs then comment out the submit a request link. You can copy the link to the ticket form you want to use. You can refer to the screenshot below:

     
    By doing this, whenever the "submit a request" section is clicked, it will automatically redirect the user to the linked ticket form and shows as a default ticket form but users still have the option to change and choose their desired form using the dropdown.
     
    For steps on how to customize your Help Center theme, see Customizing your help center theme.
     
    You can also do some javascript/jquery customizations however this kind of modification or advanced customization involves custom coding and is not supported by our support team.

    Note: Web-savvy Guide admins can work directly with the page code to build a customized theme for your help center.
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  • Brian Morales

    Hi, is there a way to make a form active based on a schedule using either automation or triggers?

    For example, I generally have 2 forms during the entire year but during halloween I want this 3rd form to be available but only during the month of October.

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  • Christine Felicia
    Zendesk Engineering
    Hi Brian,

    Currently, it is not possible to activate ticket forms using a Trigger or Automation, and based on scheduled hours/holidays.

    I recommend that you start a post in Feedback - Ticketing System (Support) using the Product Feedback Post Template, our Product Managers are constantly reviewing suggestions submitted in our forum to be considered in our future updates. Thank you!
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  • Royce Dattelbaum

    Hi,

    Please excuse a likely simple question (just hoping into zendesk for the first time in a while). Is there a way to preview a form? 

    Thanks, 

    - Royce

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  • Tomica Hleb

    Hi,

    Was the form-deleting feature removed from Zendesk?

    I do not see this option on my list of forms, and am not able to delete any of the Active or Inactive forms.

     

    Thank you

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  • Elaine
    Zendesk Customer Care

    Hi Tomica,

    You should be able to delete a ticket form as follows:

    1. Go to Admin Center > Objects and rules in the sidebar > then select Tickets > Forms.
    2. Open the specific ticket form you want to edit from the list of forms that you see
    3. Within the specific ticket form, in the upper-right corner, click the menu icon (three-dotted icon) and choose the Delete option.
    4. A confirmation screen will display. Click Delete to confirm the deletion of the ticket form.

    Hope this clarifies!

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  • Shawn Drake

    Hi, 

    We're considering revamping our current ticket form and launching it Jan 2023. Once the new ticket form is active, If there are backlog open tickets, will that force them to use the new ticket form, or will it retain the old ticket form?


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