What's my plan?

Available on Suite Enterprise plans and aboveAvailable on Support Enterprise plans

Overview

This recipe outlines a very basic set of ticket fields and ticket forms designed for an IT audience.

Because every process is different, this recipe should just serve as an example of the types of fields and forms you might want in an IT Zendesk implementation.

Skill Level: Beginner

Time Required: 60 minutes

 

Ingredient list

  • 11 drop-down fields
  • 4 text fields
  • 1 number fields
  • 3 multi-line text fields
  • 2 checkboxes
  • 6 forms
  Screen_Shot_2022-03-16_at_4.25.26_PM.png

 

Instructions

Fields

Begin by creating your custom fields.

Start by thinking about the fields you'll need to support your basic ticketing processes.  These fields may already be in your Zendesk, and that's ok, too.  This list is in no particular order - we will organize them when we create forms.

Drop-down fields:

    • Who is affected? [end-user editable]
      • Options: single user | multiple users | organization | location | region
    • Location [end-user editable]
      • Options: San Francisco | Copenhagen | Dublin | Melbourne
    • Problem status [agent required]
      • Options: Determining Root Cause | Designing Solution | Implementing Solution | Change completed
    • Change type [end-user required; agent required]
      • Options: Minor Change | Major Change | Emergency Change
    • CAB Approval [end-user visible; agent required]
      • Options: Requested | Pending Approval | Approved | Rejected
    • Risk [end-user required; agent required]
      • Options: Low | Medium | High
    • Laptop model [end-user editable]
      • Options: 13" MacBook Pro | 15" MacBook Pro | 11" MacBook Air | 13" MacBook Air
    • Mobile device model [end-user editable]
      • Options: iPhone 5 | Motorola Droid X | Samsung Galaxy S3 | iPad 3
    • Manager approval
      • Options: Approved | Rejected
    • Software package [end-user required]
      • Options: GoogleWorkspace | GoToMeeting | Box | MS Office | ADP | other
    • Type of request [end-user editable]
      • Options: Request access | Request additional licenses | Password reset | Request feature | Other

Text fields:

    • Related change
    • Software brand [end-user editable]
    • Software package name [end-user editable]
    • Software version [end-user editable]

Number fields:

    • Number of licenses requested [end-user editable]

Multi-line text fields:

    • Root cause [agent required]
    • Implementation plan [end-user required; agent required]
    • Rollback plan [ end-user required; agent required]

Checkboxes:

    • Outage required? [end-user editable]
    • Include monitor? [end-user editable]

Forms

Now it's time to create some ticket forms and make sense of all of those fields.

Incident Management

Create a new form called "Incident" with the following properties:

    • Provide the end-user name "Report an Outage or Issue"
    • Include the following fields:
      • All default system fields
      • Who is affected?
      • Location

Problem Management

Create a new form called "Problem" with the following properties:

    • Agent-only (do not check the box to make this end-user selectable)
    • Include the following fields:
      • All default system fields
      • Root cause
      • Problem status
      • Related Change

Change Management

Create a new form called "Change Request" with the following properties:

    • Provide the end-user name "Request a Change"
    • Include the following fields:
      • All default system fields
      • Change type
      • CAB approval
      • Risk
      • Implementation plan
      • Rollback plan
      • Outage required?

Service Request Management

Create a new form called "Hardware Request"

    • Provide the end-user name "Request Hardware (laptops, phones, tablets)"
    • Include the following fields:
      • All default system fields
      • Laptop model
      • Include monitor?
      • Mobile device model

Create a new form called "New Software Request"

    • Provide the end-user name "Request new software (not already available)"
    • Include the following fields:
      • All default system fields
      • Software brand
      • Software package name
      • Software version
      • How many licenses are required?

Create a new form called "Existing Software Request"

    • Provide the end-user name "Request assistance with existing software (request access, password reset, new feature)"
    • Include the following fields:
      • All default system fields
      • Manager approval
      • Software package
      • Type of request
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