Reorder Ticket Forms for Agents and End Users
Set the order of the ticket forms as shown on the end-user portal and in the new-ticket picker on the agent screen. A clear order, with the most common request type first and niche forms last, helps people find the right form faster.
Access requires a Manager, Admin, or Account Owner role.
Who can reorder forms?
Managers, admins, and account owners can reorder forms. Agents and end-users can view the forms but cannot change the order.
Where to find it
- Log in as an agent.
-
Go to
Admin > Tickets > Forms and fields -
You'll see the
Manage Ticket Formsscreen with all your forms in a table.
Changing the order
On the right side of the screen, there's a Ticket form order panel. Click the gear icon next to it to open a dropdown of order actions:
Action |
What it does |
|---|---|
Default to the top |
Moves the default form (marked with a star) to position 1. Other forms stay in their current order. Runs immediately, no confirmation. |
Sort by name |
Reorders all forms alphabetically (A → Z). Shows a confirmation prompt before applying. |
Sort by published |
Published (enabled) forms first, unpublished last. Shows a confirmation prompt. |
Sort by visibility |
Forms visible to all users first, agent-only forms last. Shows a confirmation prompt. |
Custom |
Unlocks drag-and-drop on every row so you can place forms exactly where you want them. See the Custom (drag and drop) section below. |
The four named actions above are one-time bulk operations. Tey reorder the list as it is right now. If a new form is created later, it lands at the bottom of the list regardless of which sort was ran last.
Custom (drag and drop)
Click the gear icon and choose Custom. Three things change:
- A grip handle (⋮⋮) appears on the left of every row.
- A small drag rows to reorder hint appears below the panel title.
-
A
Donebutton appears to the right of the hint.
Grab a row by its handle, drag it up or down, and drop it where you want it. Each drop saves immediately. When you're finished, click Done to hide the drag handles and return the table to a clean read-only view. The custom order is preserved.
Note: Your default form (marked with a star) is pinned and cannot be dragged. To move it lower in the list, change which form is the default first (using the Default form section right below the order panel), then reorder.
Where the order shows up
The order you set is exactly what people see in three places:
- The New Ticket page on the end-user portal (help center).
- The form picker agents see when creating a ticket on behalf of a user.
- The embedded ticket form widget if you've added it to your website.
The order takes effect immediately. No need to publish or refresh anything.
Default behavior (brand-new accounts)
When you first open the screen, forms appear with:
- Your default form at the top.
- All other forms below, in alphabetical order by name.
This can be changed at any time using any of the actions in the gear menu.
Frequently asked questions
Do I need to click Done to save my drag-and-drop changes?
No. Every drop saves automatically.
I just created a new form — why did it land at the bottom?
New forms always go to the end of the list, regardless of what sort you most recently applied. Use the gear icon to bulk-sort again, or pick Custom and drag the new form into position.
Does reordering affect tickets already submitted?
No. Reordering only changes the picker order on the new-ticket screen. Existing tickets, reports, and workflows are unaffected.
Can I hide a form from end users without deleting it?
Yes — open the form's edit screen and change its visibility to "helpdesk agents only." It will still appear in the admin list (so you can drag it), but won't appear on the end-user portal.
Why can't I drag the default form?
Locking the default form prevents accidents — the default is what loads when a user lands on the new-ticket page without picking a form. If you want it lower in the list, change which form is the default first (using the Default form section in the right panel), then reorder.
What about the Quick Ticket form?
The internal Quick Ticket form (used by agents to log tickets quickly) is intentionally hidden from this list. It doesn't appear in the end-user picker, so there's nothing to reorder.