Nothing slows down the support process more than having to go back and forth with the customer to gather information. Multiple ticket forms help support teams expedite the support process by gathering the right information related to a support request.
This recipe outlines a basic set of ticket fields and forms designed for a B2C or B2B software company to capture information about a customers' technology environment. Featured ingredients: ticket fields and multiple ticket forms.
Also, see our other recipe for the customer-centric company, Collect customer insights and act on them.
Skill level: Advanced
Time required: 30 minutes
Ingredient list
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7 drop-down ticket fields
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3 ticket forms
Instructions
Step 1
Start by thinking about the custom ticket fields you'll need to support your basic ticketing processes and begin creating your custom ticket fields. These fields might already be in your Zendesk ticket interface, and that's ok, too. This list is in no particular order—you can organize them when you create forms.
| Name of field | Field type | Field options | Requirements |
|---|---|---|---|
| Product | Drop-down | "Product A", "Product B", "Product C" | End-user required Agent required |
| Platform | Drop-down | "Web", "iOS", "Android", "BlackBerry" | End-user editable |
| Environment/version | Drop-down | "Production", "Staging/QA", "Development" | |
| Severity | Drop-down | "Sev 1", "Sev 2", "Sev 3" | |
| About | Drop-down | "Product area 1", "Product area 2","Specific feature 1", "Specific feature 2" | Agent required |
| Operating System/version | Drop-down | "Windows::8", "Windows::7", "Windows::Vista","OSX::Snow Leopard", "OSX: Lion", "OSX: Mountain Lion","Other" | End-user editable |
| Browser/version | Drop-down | "Chrome", "Safari", "Firefox", "Opera", "IE9", "IE8", "Other" | End-user required Agent required |
| Featured status | Drop-down | "Not planned", "Planned", "In progress", "Complete" | End-user visible |
Step 2
Build multiple ticket forms based on the ticket fields you just created to make gathering information on each ticket easier and more comprehensive. Don’t forget to tailor the ticket forms’ names for agents versus end users.
| Name of form for agent | Name of form for end user | Include following ticket fields |
|---|---|---|
| Question | Ask a question | All default system fields Product, Platform, About |
| Bugs | Report an issue |
All default system fields Product Platform Environment & version Severity About Operating system & version Browser & version |
| Feature request | Request a feature | All default system fields Product, Platform, About, Feature status |