Ticket Forms and Fields Overview
Mojo Helpdesk supports multiple ticket forms for each help desk account. By default, a help desk starts with a single ticket form, however admins can create multiple forms to fit their needs.
Agents must have an admin or manager role to manage ticket forms and fields.
Below is an example of a help center with multiple ticket forms from the perspective of a logged-in ticket creator.
Why create multiple ticket forms
Using dedicated forms helps keep requests organized.
- Each form can be customized with its own fields, ensuring that the information needed for a specific request (ex software issue vs. general inquiry) is captured immediately
- Automate ticket routing to an agent or team using Mojo bots
- Generate reports on ticket form usage
System fields vs. custom fields
Ticket forms contain fields, which can be classified into system fields and custom fields.
System fields
System fields are the default fields provided by Mojo Helpdesk. They exist across multiple ticket forms and their field types (text, drop-down, date, etc.) are fixed.
- Title (short text)
- Description (long text)
- Priority (dropdown, fixed options)
- Scheduled date (date)
- Due date (date)
Below are the dropdown system fields where options can be customized.
- Queue (dropdown, customizable options)
- Resolution (dropdown, customizable options)
- Type (dropdown, customizable options)
- Asset *if subscribed to asset management
Custom fields
Custom fields provide flexibility to collect the exact details needed for each type of ticket form. They can be required or optional, and unlike system fields they are unique to the form in which they are created.
Custom field types include:
- short answer
- long answer
- number
- decimal
- date
- checkbox
- dropdown
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