Recipe: Setting up basic request ticket forms (Software example)

What's my plan?

Overview This recipe outlines a very basic set of ticket fields and forms designed for an B2C or B2B software company. Because every company and process is different, this recipe should just serve as an example of the types of fields and forms you might want in a Zendesk implementation that supports software. Skill Level: Beginner Time Required: 30 minutes Ingredient List 7 drop-down fields 3 forms

 

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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:

• Product [end-user required; agent required]
• Options: product a | product b | product c
• Platform [end-user editable]
• Options: Web | iOS | Android | Blackberry
• Environment / Version
• Options: Production | Staging / QA | Development
• Severity
• Options: Sev 1 | Sev 2 | Sev 3
• About [agent required]
• Product area 1 | Product area 2 | Specific feature 1 | Specific feature 2
• Operating System & Version [end-user editable]
• Windows::8 | Windows::7 | Windows::Vista | OS X::Snow Leopard | OS X::Lion | OS X::Mountain Lion | Other
• Browser & Version [end-user required; agent required]
• Chrome | Safari | Firefox | Opera | IE9 | IE8 | Other
• Feature Status [end-user visible]
• Options: Not Planned | Planned | In Progress | Complete

Forms

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

Questions

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

• Provide the end-user name "Ask a question"
• Include the following fields:
• All default system fields
• Product
• Platform
• About

Bugs

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

• Provide the end-user name "Report an issue"
• Include the following fields:
• All default system fields
• Product
• Platform
• Environment & Version
• Severity
• About
• Operating System & Version
• Browser & Version

Feature Requests

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

• Provide the end-user name "Request a feature"
• Include the following fields:
• All default system fields
• Product
• Platform
• About
• Feature Status