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Creating multiple ticket forms



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Jennifer Rowe

Zendesk Documentation Team

Edited Nov 07, 2024


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40 comments

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Gabriel Manlapig

Zendesk Customer Care

Hi Asafe,
 
Upon checking, you can have up to 300 active ticket forms. I hope that answers your question. Thank you!
 

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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.

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Is there a possibility to include a description for the 'Title shown to end users' ?

Thank you

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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?

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Gabriel Manlapig

Zendesk Customer Care

Hi Danielle,
 
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?
 
Any additional information is helpful. Thank you!
 

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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?

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Francis Casino

Zendesk Customer Care

Hello Joe,
 
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:
  1. Branded Ticket Forms: You can associate ticket forms with specific brands in Zendesk. Each brand can have its own set of ticket forms. By assigning ticket forms to specific brands, you can control which ticket forms are visible to users associated with those brands.
  2. Organization Restrictions: Zendesk allows you to organize users into organizations. You can then configure restrictions based on organizations. By associating ticket forms with specific organizations, you can control which ticket forms are visible to users within those organizations.
  3. Triggers and Automations: You can create triggers or automations that set the ticket form based on certain conditions, such as the organization the user belongs to or specific attributes of the ticket. This can dynamically assign the appropriate ticket form based on the user or ticket properties.
 
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.

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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. 

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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? 

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Colleen Hall

Zendesk Documentation Team

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.

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