For all the various issues and problems that come up, it can be hard to create tickets that include only the relevant information. That's why it's important to create custom ticket form templates. These templates will include fields that are tailored to the specific situation, streamlining your ticketing processes and making it easier to manage your team's workflow. You can also use ticket forms to trigger ticket automation rules

Note: Ticket forms are accessible via the new Ticket page UI.

Create form templates

To create a new ticket form template:

1. From Admin (on the side panel), go to Support and ticketing > Form templates.

The Form templates page appears.

2. Click New template. 

The template appears.

3. Enter a name for your form template (this will be visible to end users and technicians when they create tickets).

• Form template: Shows the required — and added — fields of the ticket form template.
• Available ticket fields: See the available fields you can include in your ticket form template. To create a new field, click New field . Learn more

4. Drag and drop the relevant fields into the form to build your template. You can move the fields within the template to adjust the order in which they appear on the ticket form. 

Note: Custom fields that are marked as required must be used in the ticket form. 

5. Click Create.

The ticket form template is created.

Edit form templates

When a ticket form template is edited, existing tickets containing the template will change accordingly.

Note: Admin user permissions are required to edit ticket form templates.

To edit a ticket form template:

1. From Admin (on the side panel), go to Support and ticketing > Form templates.

The Form templates page appears.

2. Select the template you want to edit.

The Edit form template page appears.

You can:

• Change the name of the form.
• Remove custom fields.
• Adjust the order of the custom fields.
• Drag and drop fields from the Available ticket fields into your template.
• Create a new field to add to your template. See Add custom fields

3. Click Save.

Clone form template

1. From Admin (on the side panel), click Support and ticketing > Form templates.

The Form templates page appears.

2. Click Actions > clone.

The Edit form template page appears.

3. Edit the form template (see Edit form templates), and click Save.

The form template is cloned and will appear in the Active templates tab.

Set default form template

Make a form template the default for all new tickets created.

Note: Default forms can't be archived. Set a new default form before archiving the current one.

1. From Admin (on the side panel), click Support and ticketing > Form templates.

The Form templates page appears.

2. Click Actions > Set as default.

The form is set as default.

Now when creating new tickets, this form will be automatically selected.

Archive form template

1. From Admin (on the side panel), click Support and ticketing > Form templates.

The Form templates page appears.

2. Click Actions > Archive.

The form is now archived and can be found in the Archives tab.

Note: Existing tickets using the archived form will not be affected.

To activate an archived form:

Select the Archives tab, and click Actions > Activate.

The form template is activated and appears in the Active templates tab.

Create a ticket with ticket forms

When creating a new ticket, you can choose a relevant form from your templates. End users can also create tickets with Ticket form templates in their Customer Portal. 

When creating a new ticket, you can choose a relevant form from your templates. End users can also create tickets with Ticket form templates in their Service Portal. 

To create a new ticket with Ticket forms:

1. From Tickets (on the sidebar), click New ticket.

The New ticket page appears.

3. Under Ticket properties, select the form template from the dropdown menu.

4. Enter the relevant information for ticket creation and scheduling. Learn more

5. Click Create.

Change ticket form of a ticket

Once the status of a ticket is changed to resolved or closed, you are unable to change it's form template. End users cannot change the form template once a ticket is created. 

Note: Admin user permissions are required to edit the form template of a previously created ticket.

To change the ticket form template of an existing ticket:

1. From Tickets (on the sidebar), select the ticket.

The Tickets page appears.

2. Under Ticket properties, select a form template from the dropdown menu.

The ticket will automatically adjust, and the related fields of the form template will appear.