Applying ticket forms to tickets

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A ticket form is a set of predefined ticket fields for a specific support request. The ticket form that's applied to the ticket determines the fields and data a ticket contains.

End users can select a ticket form when they submit a request, if multiple ticket forms are available to them, and that ticket form will be applied to their ticket. Agents can apply any available form to a ticket or change a ticket's existing form.

To apply or change a ticket form for a ticket

In a ticket that isn't closed, click the Form field in the ticket properties panel, then select a form from the drop-down list.

Note: For multibrand users, the forms displayed in this list depend on the brand applied to the ticket. Depending on your settings, you may be able to access another brand's ticket forms by switching the brand from the Brand drop-down list.

You can't change the ticket form for a closed ticket.

The ticket fields update for the ticket form you selected. Depending on how an admin configured the form, only certain, relevant ticket statuses may be available in the status picker (see About the agent experience with form ticket statuses).

If you change forms while working on a ticket, any data entered in the previous form that is not shown in the new form will still be available until you submit the ticket.

For example, consider that you enter data in the Platform field in a Software request form, then switch to a Hardware request that does not contain the Platform field. If you switch back to the Software form before you submit the ticket, your data will be saved in the Platform field. If, however, after switching to the Hardware form you submit the ticket, the Platform data from the Software form will not be retained in the ticket.

Note that ticket field values can still be referenced by and acted on by triggers and automations, even if the ticket form is switched to another form that doesn't contain the ticket field.

Note: Keep in mind, that if an agent changes the brand of a ticket, and the currently selected form is not associated with new brand, the form doesn't change. This is to prevent loss of data entered in the ticket fields.