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. If custom ticket statuses have been activated in your account, admins can also associate certain ticket statuses to specific forms so that only relevant statuses are displayed to agents. See About form ticket statuses.
You can create up to 300 ticket forms in your account.
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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
form.
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 Apply to all brands and use the
field below the check box to select the 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 after 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. Of the system fields, only Type and Priority can be removed.
- 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 to help them choose the correct form. 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.
40 comments
Gabriel Manlapig
Upon checking, you can have up to 300 active ticket forms. I hope that answers your question. Thank you!
0
Peter Hochstrasser
Zendesk:
Please include some sort of Markup capabilities into the End User Instructions Text.
As it is, it is not even acting upon line ends, so I have absolutely no way to structure my instructions.
This here would be much simpler to understand (and harder to pass over)
If this ticket concerns the Axon Ivy Platform, including Designer, Engine, Portal and Market artefacts, choose Form Axon Ivy Platform.
Only if your company has an Application Support Contract with us should you choose SLA Tickets.
than this here:
If this ticket concerns the Axon Ivy Platform, including Designer, Engine, Portal and Market artefacts, choose Axon Ivy Platform. ONLY if your company has an Application Support Contract with us should you choose SLA Tickets.
Thanks for your consideration.
0
Walaa Britel
Is there a possibility to include a description for the 'Title shown to end users' ?
Thank you
0
Danielle DeCosta
We have multiple platforms. With 1 form per platform. When you go to submit a ticket, the end user can see all the forms. Ideally, I would only want them to see the form that is applicable to the platform the are in. Is it possible to block forms depending on the URL they are submitting from?
2
Gabriel Manlapig
I just want to clarify: when you say you have multiple platforms, are you referring to multiple guides or help center portals where your end users can submit a ticket via the ticket form?
0
Joe Keenan
I have a similar question. I have three intake forms (for ticket creation), however, I want some clients to only see one form in the drop-down box. Is there a way to do this?
0
Francis Casino
Yes, you can restrict which ticket forms are visible to specific clients or end users. This can be achieved by leveraging Zendesk's brand and organization settings.
Here's how you can achieve this:
By utilizing these features, you can ensure that only the relevant ticket form(s) are visible to specific clients or end users in the drop-down box when they create a ticket.
0
Jonathan
Does zendesk have any plans for introducing a concept of a parent form?
Adding a new ticket field and conditions to each and every form we have when we realize we want to track more information, is a burden that could be avoided if we had a parent form that every other form inherited from.
0
Evy H.
What I am reading about creating ticket forms primarily seems to be focused on what a customer would fill out. We largely get phone calls, so I am interested in creating a ticket form for the agent answering the form to fill out as a way to prompt them to gather specific information into the ticket. Is there a way to do that?
0
Colleen Hall
Hi Evy H. ,
You can create forms that are available to agents only by not selecting the Editable by end users check box. The form will be labeled Agent only in Admin Center. Your agents can select the form in the Agent Workspace, or, you could create trigger that automatically applies the form to a ticket created by a phone call. The Designing your ticket forms for a better agent and end-user experience article might be helpful.
0