Creating multiple ticket forms

Building a second form, deciding which fields go on it, and controlling whether customers can choose it themselves.

Building a second form, deciding which fields go on it, and controlling whether customers can choose it themselves.

Create a form

1. Open Admin Center, then Objects and rules, then Tickets, then Forms.
2. Click Add ticket form.
3. Give it a name for agents and, separately, a name for end users.
4. Drag the fields you want onto it and order them.
5. Decide whether it is visible to end users.
6. Save.

Two names, on purpose

Agents and customers see different names for the same form. That lets you keep an internal label like "Returns - warehouse" while customers see "Return an item". Use it. A public form list full of internal shorthand makes people choose wrongly.

Visible to end users or not

A form hidden from end users can still be applied by agents. That is how you keep an internal form for work agents create themselves, without offering it on your public request page.

Order the fields for the person filling them in

Put what the customer knows first: what happened, which order, which device. Internal categorisation fields belong at the bottom or hidden from customers entirely. A form that opens with your own taxonomy loses people at the first question.

Test as a customer

Open your help centre while signed out and submit the form. Agents preview forms as agents, which hides exactly the problems that matter: a required field customers cannot answer, or an internal field left visible.

See also

• Showing forms to end users
• Designing a form that helps agents and customers both
• Showing forms per brand
• What a ticket form is