Customizing the ticket form and fields

Start with Ticket Forms and Fields Overview as a foundation, then continue with the steps below.

Agents must have an admin or manager role to manage ticket forms and fields.

How to create a ticket form

  1. Click on the waffle icon on the upper right corner
  2. Select Account administration
  3. Navigate to Tickets > Forms & fields
  4. Select + new in the upper right corner
  5. Enter form name
  6. (Optional) Enter help text
  7. Set the visibility of the form
    • All users (contacts and help desk staff)
    • Agents only (help desk staff)
  8. Click save

After creation, the ticket form can be further customized to display the CC field, or allow attachments. To edit these settings, click on the settings cog on the right hand side as shown above.

Customizing the ticket form

A ticket will always have a queue, priority, and a description field. These are required fields that cannot be disabled.

In the field settings pictured above:

  • Description (What can we help you with?) is visible, editable, and required for the end user 
  • Queue and priority are not visible or editable to the end user (and so it is configured for internal use only)

The three fields can be relabeled or have their visibility settings adjusted as needed. Additional system fields can also be enabled, and custom fields can be created (system vs. custom fields).

Managing fields in a form

To manage field settings, navigate to the >_fields tab.

Each field can be customized in several ways:

  • Enable/disable the field (except for description, queue, and priority which cannot be disabled)
  • Relabel the field name to make the question clearer to the end user
  • Manage end user settings such as: 
    • Visibility
    • Editable
    • Required

  • Set a default value (ex. Configure a queue in the back end for routing)
  • Add a help message
  • Add a prompt message

How to set a default value

A default value can be set for fields to streamline ticket creation and routing. For example, the PO approval form can be configured to to the Billing queue in the backend.

To set a default value:

  1. Navigate to the ticket forms admin setting page
  2. Select the form
  3. Navigate to the >_fields tab
  4. Click on the field for which you want to set a default value (ex. queue) 
  5. In the pop-up window, expand Options
  6. Select or enter the desired default value for the field

The default value will automatically populate when a new ticket is created, helping ensure consistent routing and information capture.

Tip: Set the field to be not visible to the end user to configure it for internal only.

How to sort the order of fields in a form

To customize the sorting of fields:

  1. Navigate to the ticket forms admin setting page
  2. Select the form
  3. Navigate to the >_fields tab
  4. Drag and drop the field to the desired order
  5. (Optional) Click view to see the form from the end user's perspective.

How to create a custom field

  1. Navigate to the ticket forms admin setting page
  2. Select the form
  3. Navigate to the >_fields tab
  4. Click on + add field
  5. Select the field type
  6. Enter field name
  7. Determine end user settings
    • Visibility
    • Editable
    • Required
      • Note: If the field is required, the system will prompt to set a value for existing records. This value will be applied to existing tickets.
  8. Click save
  9. (Optional) Click view to see the form from the end user's perspective.

Best practices for ticket forms

  • Prioritize system fields: Use built-in system fields before creating custom ones. If a dropdown choice applies to multiple forms, consider setting it up as a field type for consistency.
  • Keep forms short: Limit fields to only what’s necessary to avoid overwhelming end users.
  • Use required fields sparingly: Make only the most essential fields mandatory; too many required fields can discourage accurate submissions.
  • Group similar fields together: Organize related questions logically to make the form easy to follow.
  • Preview the end-user experience: Test your forms from the perspective of someone submitting a ticket to ensure clarity and ease of use.
  • Review and update regularly: As processes evolve, revisit forms to add, remove, or adjust fields so they stay aligned with current workflows.

Publishing the Form

Once the form is ready to publish, hover over the red not published button, and click to publish.

The form will then appear in the Help Center, allowing end users to choose it when creating a ticket.