Admins and agents in custom roles with permission can create multiple ticket forms to support different request types from customers. A ticket form is a set of predefined ticket fields for a specific support request.
The ticket form determines the fields and data a ticket contains and the order in which these fields appear in a ticket. You can create up to 300 ticket forms in an account.
These plans support multiple ticket forms:
- Suite Growth
- Suite Professional
- Suite Enterprise
- Suite Enterprise Plus
- Support Enterprise
This article contains the following topics:
Creating ticket forms
You can create multiple ticket forms for different support requests. For example, you might create different forms, with different fields, for different products. Or you might create different forms for different workflows, such as "Hardware request" or "Refund request."
Forms can be visible to end users and agents or to agents only. If multiple forms are visible to end users, then end users choose the appropriate form to submit their request.
Ticket field properties are set at the field level, not the form level. So a ticket field's properties will be the same in all ticket forms where the field appears. You cannot set form-specific properties for a field.
For example, if you set a field to be required, it will be required on all ticket forms where it is used. You cannot make the same field required on one form but optional on another form.
You can use conditional ticket fields to hide and show fields in your ticket forms (see Creating conditional ticket fields).
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
- Click Add form.
- Click New form to edit the name of the ticket
This is the name agents see from the ticket form drop-down list in the ticket interface.
- If you want the form to be visible to end users, select
the Editable for end users check box.
If you want the ticket form to appear to end users with a different name, enter the name into the Title shown to end users field. This is the name end users see in the support request form drop-down list.
If you select Editable for end users, but don't enter an end user name for the form, the agent form name is used as the end user form name.
- If you want to restrict the form to specific brands,
deselect the Apply to all brands option and
click the field underneath the check box to select
the brand or brands that should use this form. For
more information, see Branded ticket forms.Tip: You cannot set a default ticket form for a group, but you can create a trigger that sets the "Ticket: Form" property. This enables you to set the ticket form based on the conditions you choose when a ticket is created.
- Drag any ticket field from the right side, and drop it
onto the ticket form on the left side, to add it to
the ticket form.
Alternatively, click the Plus sign (+) to add a ticket field to the form.
You can also search for the ticket field you want to add and sort fields by various criteria (name, date modified, date created).Note: You can only add active ticket fields to a ticket form. If you want to add a field that is not available, you need to activate that ticket field first.
- If you want to remove a ticket field from the form,
click the X to remove it.
By default, the ticket form includes several system fields. You cannot remove the system fields, except Type and Priority.
- Drag ticket fields on the form to rearrange them.
- Click Save.
The new ticket form appears in the list of active ticket forms.
If you create multiple ticket forms that are visible to end users, you can customize the instructions that end users see for ticket forms. For more information, see Presenting ticket forms to end users.
Cloning ticket forms
Cloning a ticket form creates a copy that you can modify and use for some other purpose.
To clone a ticket form
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
- Move the cursor over the ticket form that you want to clone and then click the menu icon () on the right side when it appears.
- Click Clone.
The clone is immediately created and saved to your list of ticket forms. A page where you can make edits to the clone appears.
- Change the name of the clone.
The title of clone is the same as the parent (the ticket form you used to create the clone), unless you change it.
- Update the clone as described above, in Editing ticket forms.
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?
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
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
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
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?
That is possible by Creating conditional ticket fields and adding them to ticket forms
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?
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 to Reda and Dan Moore requests above
Dan MooreAndrii Malafiichuk
Does this help?
How can I hide ticket forms based on a user's organization? – Zendesk help
It does help, and I am implementing this now. However consider the following scenario.
Ticket Form Option 1 Hide Ticket Forms (Available)
Ticket Form Option 2 Organization - Conditional Formatting (Request)
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?
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.
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?
I hope all is well! I am not sure if the issue is making the form available or not loading the page.
To make the form available, please, make sure that this form is editable for the segment you are assuming - for example, agents or end-users. The steps are presented above.
If the issue is regarding the loading page, please be aware that Zendesk is a platform managed on the browser, so it is possible that some stored Cache and Cookies on your side are preventing you from choosing this option. I advise you to clear cache and cookies completely, log out from the platform or try from a different browser or incognito page.
Please, if any issue persists, I advise you to seek the assistance of Zendesk Customer Support by following the steps here: https://support.zendesk.com/hc/en-us/articles/4408843597850
I hope this helps!
I need to edit the "Description" for a specific change ticket, with Change Type "Employee Termination", to include a termination checklist for the assignee to complete before closing the ticket. How can that conditional ticket have custom content in the Description field?
The 300 ticket forms are the same for all the supported Suite plans (Growth, Professional, and Enterprise). I hope this answer your question!
Is there a way to assign a specific ticket form to a ticket created based on a specific IVR keypress?
If your plan includes it, you can route calls using IVR instead of group routing. For details, see Routing incoming calls with IVR.
Hi Christine Felicia,
Thanks for the feedback. I've already implemented IVR routing in our ZenDesk instance. What I'm asking is if there is a way to ensure that a specific ticket form is selected when a ticket is created after a call is routed from a specific IVR keypress. We have 4 different customer types that contact us based on how they use, sell, or are boarded with our product and capture data differently in the ticket form based on how they identify, but all calls are routed to the same group of individuals.
For ease of use, if a customer calls and self identifies as, for example, the keypress for 'sales rep' is there a way to ensure our 'sales rep' ticket form is assigned to the ticket when the call is routed and ticket is created? Alternatively, is there a way to tag the end user which is created from an inbound phone call with a particular tag depending on the IVR keypress?
When the ticket is routed to a specific group using the IVR, for example, to your Sales team you can create a trigger to assign the correct ticket form. There are no trigger conditions to choose IVR keypress, but you can use the group routing and associate it with the trigger instead. Same with tags, there's no available trigger condition to add tags to users or tickets based on IVR keypress.
Trigger sample for your reference:
Is there a way to customise the order in which the end user will see the list of available forms when they open the dropdown box?
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 on the ticket page and for end users in Zendesk Support.
To change the order of your ticket forms:
The ticket forms appear in the new order.
You can’t drag ticket forms to or from the Active and Inactive tabs.
Excellent, thank you.
FYI - you don't have the option to move them if you have any filters on.... that's where I was going wrong!
I created multiple forms and was able enable the submit a request option on the help centre
However the drop down of the type of form doesnt match with the form names I set up
I set up
1) General query
2) Account Enquiry
3) Safer Gambling
4) DSAR request
But the customer view is presented with General query for 1- 3 and the others are right
When you select the form the drop secondary drop downs and conditions seems to be correct.
Am I missing something here ?
thanks so much
Please make sure that the "Title shown to end users" are correctly set-up.
And if it still doesn't work after setting up the title shown to your end users, please consider refreshing your web browser cache and cookies. For reference, please see this article: How to clear cache and cookies.
I hope this helps. Thank you!
Please sign in to leave a comment.