管理员和具有权限的自定义用户角色专员可以创建多个工单表格，以支持不同类型的客户请求。工单表格是用于特定支持请求的一组预定义工单字段。
工单表格决定了工单包含的字段和数据，以及这些字段在工单中显示的顺序。如果您帐户中的自定义工单状态已激活，管理员还可以将某些工单状态与特定表格关联，以便仅向专员显示相关状态。请参阅关于表格工单状态。
您最多可以在帐户中创建 300 个工单表格。
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创建工单表格
您可以针对不同的支持请求创建多个工单表格。例如，您可以为不同的产品创建带有不同字段的不同表格。您也可以为不同的工作流程创建不同的表格，例如“硬件请求”或“退款请求”。
表格可以是终端用户和专员都可见或仅限专员可见。如果有多个表格对终端用户可见，则终端用户可以选择合适的表格提交其请求。
工单字段属性在字段级别设置，而不是在表格级别。因此，工单字段的属性在所有显示该字段的工单表格中都是相同的。您无法为字段设置特定于表格的属性。
例如，如果您将一个字段设置为必填，则在所有使用该字段的工单表格中都是必填字段。您无法将相同的字段在一张表格中设为必填，而在另一张表格中设为可选。
您可以使用有条件的工单字段来隐藏和显示工单表格中的字段（请参阅创建有条件的工单字段）。
- 在管理中心，单击侧栏中的
对象和规则，然后选择工单 > 表格。 - 单击添加表格。
- 单击新建表格，以编辑工单表格的名称。
这是专员在工单界面的工单表格下拉列表中看到的名称。
- 如果您希望表格对终端用户可见，请选中终端用户可编辑复选框。
如果您希望工单表格以不同的名称向终端用户显示，请在向终端用户显示的标题字段中输入名称。这是终端用户在支持请求表格下拉列表中看到的名称。
如果您选择终端用户可编辑但不输入表格的终端用户名称，则专员表格名称将用作终端用户表格名称。
- 如果您要将表格限制在特定品牌内，请取消选择应用到所有品牌，并使用复选框下方的字段选择应使用该表格的品牌。有关更多信息，请参阅品牌工单表格。提示：您无法为组设置默认工单表格，但可以创建设置“工单：表格”属性的触发器。这样您可以在创建工单后根据选择的条件设置工单表格。
- 将右侧的任意工单字段拖放到左侧的工单表格，即可将其添加到工单表格。
或者，单击加号 (+) 在表格中添加工单字段。
您还可以搜索您要添加的工单字段，并根据各种标准（名称、修改日期、创建日期）对字段进行排序。
注意：您只能将活跃的工单字段添加到工单表格。如要添加不可用字段，您需要先激活工单字段。 - 如要移除表格中的工单字段，请单击 X 将其移除。
默认情况下，工单表格包含多个系统字段。在系统字段中，只有类型和优先级可以移除。
- 拖动表格上的工单字段可以对其进行重新排列。
- 单击保存。
新的工单表格将显示在活跃的工单表格列表中。
如果您创建了多个对终端用户可见的工单表格，可以自定义终端用户看到的工单表格说明，帮助他们选择正确的表格。有关更多信息，请参阅向终端用户显示工单表格。
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44 条评论
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
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:
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
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:
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
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?
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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?
2
Walaa Britel
Is there a possibility to include a description for the 'Title shown to end users' ?
Thank you
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