Criação de diversos formulários de ticket

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Jennifer Rowe

Zendesk Documentation Team

Editado 19 de mar. de 2025

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      Raymond Penalosa

      I've created a custom form specifically for off-boarding purposes.  I have two requirements.

      1. Setup the custom forms so that only certain End-users can use it and submit with that form.

      2.Setup a trigger or rule whereby certain attributes are chosen within a field, it also emails an external email address.

       

      I know there are Conditions I can set up in the form but it is very limited.  It only will allow to show or hide fields base on the conditions.  I don't see a mechanism where an email is sent to another party if certain conditions are met.

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      Katherine Isaac

      Zendesk has had ticket forms for a long while now, but there are some features that I expect and don't see.  Can someone direct to me to the following: 

      • Adding a form description visible by end users.  Especially since we have multiple ticket forms, we'd like a description for end users to understand when to use each one. The description should be a Rich Text field so we can add formatting and links to articles, etc. 
      • Rich Text field descriptions so we can add links to articles, etc. for best practice information. 
      • The ability to decide which forms to show in the Help Center.  We'd like to have a form that we send to certain customers under specific scenarios as a follow up.  It shouldn't show in the Help Center.
      • Default data in fields. When the form opens, we' like to start with default values or greyed out sample text.  Neither seem possible. 

      Any help would be appreciated. 

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      Colleen Hall

      Hi 4707907756826 ,

       

      You can create forms that are available to agents only by not selecting the Editable by end users check box. The form will be labeled Agent only in Admin Center. Your agents can select the form in the Agent Workspace, or, you could create trigger that automatically applies the form to a ticket created by a phone call. The Designing your ticket forms for a better agent and end-user experience article might be helpful.

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      Evy H.

      What I am reading about creating ticket forms primarily seems to be focused on what a customer would fill out. We largely get phone calls, so I am interested in creating a ticket form for the agent answering the form to fill out as a way to prompt them to gather specific information into the ticket. Is there a way to do that? 

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      Jonathan

      Does zendesk have any plans for introducing a concept of a parent form?
      Adding a new ticket field and conditions to each and every form we have when we realize we want to track more information,  is a burden that could be avoided if we had a parent form that every other form inherited from. 

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      Francis Casino

      Hello Joe,
       
      Yes, you can restrict which ticket forms are visible to specific clients or end users. This can be achieved by leveraging Zendesk's brand and organization settings.
       
      Here's how you can achieve this:
      1. Branded Ticket Forms: You can associate ticket forms with specific brands in Zendesk. Each brand can have its own set of ticket forms. By assigning ticket forms to specific brands, you can control which ticket forms are visible to users associated with those brands.
      2. Organization Restrictions: Zendesk allows you to organize users into organizations. You can then configure restrictions based on organizations. By associating ticket forms with specific organizations, you can control which ticket forms are visible to users within those organizations.
      3. Triggers and Automations: You can create triggers or automations that set the ticket form based on certain conditions, such as the organization the user belongs to or specific attributes of the ticket. This can dynamically assign the appropriate ticket form based on the user or ticket properties.
       
      By utilizing these features, you can ensure that only the relevant ticket form(s) are visible to specific clients or end users in the drop-down box when they create a ticket.

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      Joe Keenan

      I have a similar question.  I have three intake forms (for ticket creation), however, I want  some clients to only see one form in the drop-down box.  Is there a way to do this?

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      Gabriel Manlapig

      Hi Danielle,
       
      I just want to clarify: when you say you have multiple platforms, are you referring to multiple guides or help center portals where your end users can submit a ticket via the ticket form?
       
      Any additional information is helpful. Thank you!
       

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      Danielle DeCosta

      We have multiple platforms. With 1 form per platform. When you go to submit a ticket, the end user can see all the forms. Ideally, I would only want them to see the form that is applicable to the platform the are in. Is it possible to block forms depending on the URL they are submitting from?

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      Walaa Britel

      Is there a possibility to include a description for the 'Title shown to end users' ?

      Thank you

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