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 form, then New form.
3. Name it. That name is what agents see in the form list.
4. Tick Editable for end users if customers may pick it, and fill in Title shown to end users. Leave that blank and customers get the agent name. Forms that are not visible carry an Agent only label in the list.
5. Leave Apply to all brands on, or untick it and choose the brands this form belongs to.
6. Drag the fields you want onto it and order them.
7. Save.

Some fields you cannot take off. A form arrives with the system fields already on it, and only Type and Priority can be removed; the rest stay whatever you do. So a form is a way of adding questions and arranging them, not a way of stripping a ticket back to two fields.

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, and that is exactly what happens if you tick the box and leave the second name empty, because then they get the internal one.

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.

Two limits worth knowing first

You can create up to 300 ticket forms, which is far more than anybody should want.

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