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Support Enterprise

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

  • 7 drop-down ticket fields

  • 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

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