Creating multiple ticket forms to support different request types

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13 Comments

  • Sari Siekkinen

    Is there possibility to have forms primary support request instead of support -email?

    There has been in lack of necessary information from you requesters to make your support more efficient as now it will take several emails to get all information that is needed to make sufficient support that requester is happy --- so ping-ponging emails is not preferred so much.

    We have been wondering if we could use Help Center Request forms to be primary contact to us but how is this to be best practise to do if at possible at all?

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  • Beau P.
    Zendesk Customer Care

    Hello,

    While it is not possible to turn off the email channel entirely, you could utilize the workflow described here to close email created tickets and provide response to requesters submitting via that channel that directs them to your Help Center contact form https://support.zendesk.com/hc/en-us/articles/218912857-How-can-I-block-the-email-channel- This would allow you more agency in ensuring that requesters are submitting via your preferred channel and entering requests that include all of the information you require.

    Beau | Customer Advocate

    Ask our Zendesk Community

    0
  • Antonio Lozano

    Hello , 

     

    Is it posible to create Dynamic Forms? Meaning the form fields  will recalculate  based in the option the client selects in a given field. Best 

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Antonio, 
     
    It may be similar to conditional ticket fields. This is used to control the appearance and behavior of ticket fields in ticket forms. For example, you can limit the number of ticket fields that appear in ticket forms, and control the sequence in which ticket fields are presented to end-users. More information can be found here: Creating conditional ticket fields and adding them to ticket forms
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  • Aish Desai

    Hi,

    I am providing support to 2 separate products A and B. 
    Suppose a customer is submitting a ticket, at first they select Product A or Product B then the next page would be form of 'How can we help you?' with drop down options of issues. 

    Is there an option to do this? 

    1
  • Cheeny Aban
    Zendesk Customer Care
    0
  • Reda

    Hello,

    I would like for the end-users of my different organizations to land on a personalized form when they want to submit a request.

    Is that possible?

    Thank you,

    2
  • Dan Moore

    Reda is correct.  

    We need the ability to create a ticket form customized per organization a personalized form when they want to submit a request.

    1
  • Andrii Malafiichuk

    +1 to Reda and Dan Moore requests above

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  • Dan Moore

    It does help, and I am implementing this now.  However consider the following scenario.

    Ticket Form Option 1  Hide Ticket Forms (Available)

    • 20 Organizations, each needs their own custom drop down list in a form.
    • In this scenario we have to create 20 Custom fields and associate those to 20 custom forms.

    Ticket Form Option 2 Organization - Conditional Formatting (Request)

    • It would be better to utilize conditional formatting based on the users organization creating the ticket.
    • Organization based condition would prompts users for specific Ticket Fields only they can see.

    Organizational control would be better as there is now one form for many organization. The only customization would be the conditions, and form ticket fields. 

    Is there an option to create conditional form ticket fields based on the customers organization?

     

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  • Reda

    Kieran Thorpe Thanks !!! This workaround does help achieve that.

    but I agree with Dan Moore It becomes a lot of work when you have a lot of organizations to manage.

     

    1
  • Jimi Isome

    I have been trying to get one of the custom forms I created to populate when I hit the "Submit a ticket" button. But all its loading is a default form that just has a description and attachment field. How can I make it so that when the button is clicked it will load the form I created? 

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