What you can do with ticket forms depends on what Zendesk plan you have. If your plan includes multiple ticket forms (see Creating multiple ticket forms to support different request types) and conditional ticket fields (see Creating conditional ticket fields in Zendesk Support), follow the Advanced link below. If your Zendesk plan does not include these two features, follow the Basic link below.
You can do these things:
You can do these things:
In Zendesk Support, I have create a lot of ticket form, and different group. Is it possible limit the agent(in one of the group ) only can view one ticket form and set as default? It means that some agent or group can't see some specific ticket form.
There is no way to restrict the ticket form to a group (or set of groups), you could use a trigger that identifies any update where an assignee attempts to use a ticket form that they are not allowed to use based on their group. This same logic can be used to prevent agents that support different brands from using a ticket form that belongs to a different brand. In this case, each brand would be supported by a specified group, these groups would then be restricted to specific forms as desired.
There is more information on this in the article below:
I hope that helps!
Jason Schaeffer | Customer Advocate |
clicking "Get started" beneath the Advanced column of this article returns you to this article. So stupid.
Sorry for the confusion and thanks for bringing this to our attention! I'm going to loop our documentation team in here so they can update the article with the relevant information.
The links should now work:
Both should now go to the same, second article. The content on the second article is customized depending on the link you choose in the first article.
Thanks for reporting the issue.
This link is not available anymore: https://support.zendesk.com/hc/en-us/articles/115004484427-Can-I-restrict-a-ticket-form-so-that-it-can-only-be-used-by-agents-in-a-specific-group-
Could you please update it?
Is there an accepted markup language for formatting the 'Description shown to end users' component of a Form field? I've tried the obvious *space for bullet points with no success and even new lines are ignored.
We would like to add helpful guidance and examples for our users but the more complex ones appear as long strings of text.
The article you have mentioned is now available: https://support.zendesk.com/hc/en-us/articles/4437701145498-Can-I-restrict-a-ticket-form-to-agents-in-a-specific-group-
I hope it helps.
Hi! Is there a way to use a form within another form?
Certain plans have the option to have multiple ticket forms. Unfortunately, there is not yet an option to add or use a form inside another form.
Hi, Is there any configuration that allow end users to change ticket priority after the creation?
Something as an escalation option?
Once a ticket is created, end-users can only add comments, or in some cases, mark their ticket as solved. They can't otherwise directly change the ticket status or other field values. It could be possible to create a Trigger that looks for key words or phrases in an end-user comment and use that to change the ticket priority, but the vagueries of human language can make that challenging -- if someone happens to use your keyword in another context, their ticket could be inadvertently upgraded in status, for example.
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