Template Ticket forms to be used by agents답변함
I want to be able to create templates of tickets (forms) with predefined Subjects and Descriptions that an agent can use from the dashboard while on the phone with a customer.
The agent creates a ticket and chooses a template for common incidents, change request etc with all the information filled in.
For example with a Subject: OUTLOOK: Mailbox full, or HARDWARE: Keyboard broken
The Description field contains all the information prefilled with a call script or information that has to be asked for 2nd or 3rd line support.
The biggest amount of tickets are frequently used tickets and can be standardized. Selecting a predefined ticket as an agent with a pre filled Subject and Description would save huge amounts of typing en enables you to insert the information for an agent to follow within that ticket.
It also gives you a quick overview of what tickets are open. Administering is done in similar ways by multiple agents etc.
For me it is a big limitation you cannot create forms and the Subject and Description fields are not editable in any way.
Is this an option, can you please create it?
There's a couple of ways to approach what you described.
One of the most common approaches (on a Support Team plan and higher) is using Macros to pre-define the content for the standardized templates that you want your agents to use. This article explains how to do this more in-depth:
Creating macros for tickets
So for example, you could set up an "internal note" template to use for phone calls that sets the Subject and the Description for the information your agent will collect. You could use the following "Actions" in a Macro to accomplish this:
Once that Macro is created, you can then have your agent select it from any new ticket that they create. You can also set any other pre-defined ticket field values by using additional "Actions" in the same Macro as well.
As a separate consideration, on a higher plan level you can also add multiple ticket forms instead of just using one ticket form. This article explains more on this feature:
Creating multiple ticket forms to support different request types
Hopefully this serves as a good starting point but please give us a shout if you run into any further questions or have other ideas in mind that you'd like to discuss!
Thank you so much! This is what i am looking for.
I would like to implement these with the ticket forms but then the Subject (Onderwerp) and Comment/Description (Beschrijving) are locked and cannot be changed, is that correct? And any way to bypass that?
Many thanks again, really appreciated!
Happy to help and I'm glad to hear that the Macro example is in line with what you're looking for.
For what you brought up in your comment, it would be expected behavior for both the Subject and Description field to be "Required" ticket fields for every ticket.
Those fields are necessary to create the content of each ticket so it would not be possible to disable them. This article explains them more in detail:
About ticket fields
However, if you're just trying to hide those ticket fields for any end-users (customers) that submit tickets through a Guide-based Help Center, there may be a potential workaround for that specific situation.
While we do not directly create or support custom code, this separate post describes a way to accomplish this:
Disabling the subject and description fields on the new request form in Help Center
I hope this all makes sense and helps explain those Subject and Description fields more clearly!
What i am trying to achieve is we can change the Subject and Description field with predefined text.
This without using the Help Center but used by an agent within the Zendesk agent interface.
So when you create a ticket and select a form of your choice, in this case the Test form:
The description and subject are already filled in for that specific form like this:
Have a great day!
You can actually select the Ticket Form as part of the "Actions" of a Macro! So while you would not be able to tie the text to the "Ticket Form selection" you can set the Form at part of the Macro.
If you are using multiple ticket forms you can add a Macro Action (Form - 'Test formulieer Maarten') and this will allow your agent to select the appropriate Ticket Form at the same time that they populate your pre-defined text!
Here is how this can look in the Macro setup:
I noticed that you also have "Send Ticket to 2nd Line" as part of the workflow. If your "2nd Line" of agents is set up as an agent group then you can also add another Macro Action to set the Group of the ticket to "2nd line" as well:
Hopefully this all makes sense for how to set the Ticket Form at the same time as your pre-defined test but as always please feel free to let us know if anything else comes up! :-)
Sometimes we need to think the other way around :)
Thanks a lot, you have been a great help, will implement this!
I hope I am commenting on the right thing. Would this work as an automatic pop-up when a ticket is generated/a call comes in? I am wanting to have in the ticket when it is first opened fields for the Agent to fill out similar to what is above. Is this the same thing?
Solid questions here, @....
In terms of pop-ups, I think we'd probably want to look at 3rd-party apps like this Notification App to give your agents the heads up about ticket updates as a browser notification or onscreen notification.
Macros will help fill in ticket fields with specific information, but it sounds like you're looking to make certain ticket fields required for agents to be filled out once the ticket is created. Definitely possible! I'd recommend taking a look at our free Ticket Field Manager app which allows you to make desired fields required, hidden or read-only for your agents.
When setting a field as required, that'll mean a ticket field needs to have some value applied in order for your agents to make any kind of update to the ticket, not just when they are solving one. This'll be perfect in your use case for having an agent load up a ticket for the first time, where they'll be required to fill out those fields in order to proceed.
Thanks again, Steven. Let us know if there's anything else we can help out with!
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