David Huntley

Custom ticket forms are at the core of structuring our internal support experience. We would like the experience of creating a ticket in our org to be same whether you create it via the Help center or Slack. Zendesk has implemented basic slack workflows but again have chosen not to include any custom form functionality. We have created a workflow that would take details from a slack form and place them in a create ticket workflow using variables. However we are limited again because Zendesk has not developed multiple choice or checkboxes as workflows variables. This is a very manual task that would involve making many business rules to populate fields that could be filled by the user with a custom form ticket option in either the slack zendesk app or as an option in your slack workflow offering.

There are other solutions that allow you to do this with Zendesk's api including competitors using it as a way to transition users away from Zendesk. I think this would be a small task to fix and offer big value to customers. We don't feel Zendesk customers should need to rely on a third party to have basic ticket functionality within their main communication hub.