Editing and managing ticket forms

Fastpath: Admin Center > Objects and rules > Tickets > Forms

Depending on your plan type, you may have access to a single ticket form or multiple ticket forms. A ticket form is a set of predefined ticket fields which determines the data a ticket contains.

A ticket form controls how these ticket fields appear in a ticket. You can edit a ticket form by adding custom fields and rearranging the order in which these fields appear in a ticket.

If your plan type has multiple ticket forms, you have additional options when editing and managing your forms. To learn more about these options, see Creating ticket forms.

This article contains the following topics:

• Editing ticket forms
• Adding ticket fields to an existing ticket form
• Reordering fields in a ticket form

Editing ticket forms

You can edit your ticket forms at any time.

To edit a ticket form

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
2. If your plan has multiple ticket forms, click the ticket form you want to edit.

   The ticket form opens in edit mode.

3. If your plan has a single ticket form, edit your form by reordering the custom fields.
4. Make any changes you'd like.
5. Click Save.

   The ticket form is updated with your changes.

Adding ticket fields to an existing ticket form

You can add ticket fields to an existing ticket form.

Note: If your account doesn’t have access to multiple ticket forms, you can add custom fields to your ticket form by clicking Add field on the form and creating a new custom field. See Creating custom ticket fields.

To add ticket fields to an existing ticket form

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
2. Click the form you want to open for editing.
3. Type the name of a ticket field into the Search field on the right side or use the filters to find it.

   You can sort by name, date modified, and date created.

   

4. Drag any ticket field from the right side, and drop it onto the ticket form on the left side, to add it to the ticket form.

   Alternatively, click the Plus sign (+) to add a ticket field to the form.

   Note: You can only add active ticket fields to a ticket form. If you want to add a field that is not available, you need to activate that ticket field first.
5. Drag ticket fields on the form to reorder them.
6. Click Save.

Reordering fields in a ticket form

You can reorder custom fields in a ticket form. Reordering custom fields on a ticket form determines the order in which they appear in a ticket.

If your account has a single ticket form, reordering custom fields on this page also reorders the fields on the Fields page.

Note: For accounts with access to multiple ticket forms, the order of your custom fields in your forms doesn’t apply to the order in which they appear in certain Admin Center pages and when bulk editing tickets. See Reordering ticket fields.

To reorder fields in a ticket form

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Forms.
2. If your plan has multiple ticket forms, click the ticket form you want to edit.

   The ticket form opens in edit mode.

3. Click a ticket field and drag it to the desired position.
4. Click Save.