Creating multiple ticket forms to support different request types

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23 Comments

  • Reda Radi

    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
  • 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
  • Christine Felicia
    Zendesk Engineering
    Hey Adam,

    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:
    1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Forms.
    2. Click the name of the form you'd like to move, then drag it to a new position.
      The ticket forms appear in the new order.
      You can’t drag ticket forms to or from the Active and Inactive tabs.
    3. Repeat if you'd like to move another ticket form to a new position.
    1
  • Reda Radi

    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,

    1
  • Aishwarya 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
  • Andrii Malafiichuk

    +1 to Reda and Dan Moore requests above

    0
  • 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? 

    0
  • Gabriel
    Zendesk Customer Care
    Hello Jimi,

    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!
     
    0
  • 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?

    0
  • Adam Brown

    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!

    0
  • 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
    0
  • 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?

     

    0
  • Lara Cox

    Is there a way to assign a specific ticket form to a ticket created based on a specific IVR keypress?

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Liz,
     
    The 300 ticket forms are the same for all the supported Suite plans (Growth, Professional, and Enterprise). I hope this answer your question!
     
    0
  • Todd Coldiron

    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?

    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 

    0
  • Cheeny Aban
    Zendesk Customer Care
    0
  • Christine Felicia
    Zendesk Engineering
    Hi Lara,

    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:

    0
  • Lara Cox

    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? 

    0
  • 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
  • Adam Brown

    Hi

    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?

    0
  • Christine Felicia
    Zendesk Engineering
    Hi Lara,

    If your plan includes it, you can route calls using IVR instead of group routing. For details, see Routing incoming calls with IVR.

    Thanks,
    Christine
    0

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