Can I specify the ticket form to use for tickets that are created by email?

Yes, admins and managers can specify the ticket form to use for any tickets created by email.

To set a default form for all queues

  1. Go to Account administration > Forms & fields
  2. Look for the Default Form box on the right hand side. The default form will be the form that will be used by all incoming tickets
  3. Click on the settings cog
  4. Choose the default form from the drop down menu

The Manage Ticket Forms page with the Default form dropdown open on the right, listing the available forms.

To set a default form for each queue

  1. Go to Account administration > Queues
  2. Click on the queue you'd like to set the default form for
  3. Click on the pencil icon to edit
  4. Expand the optional settings and scroll down to ticket form
  5. Specify the default form for that queue
  6. Repeat as needed

The Edit Queue dialog with the Ticket form dropdown open, listing the forms that can be set as the queue's default.