Applying ticket forms to tickets

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p class="p">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. </p>
<div class="p">End users can select a ticket form when they submit a request, if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">multiple ticket forms</a> 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.<div class="note" id="topic-1__note_o42_jy1_fkc">
<span class="notetitle">Note:</span> If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">service catalog is on</a>,
tickets can also be changed to a service request form associated
with a specific service catalog item. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11114620990490" target="_blank">Converting tickets to service
requests</a>.</div>
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<div class="p">
<strong class="ph b">To apply or change a ticket form for a ticket</strong><ul class="ul" id="topic-1__ul_wrr_bzl_4k">
<li class="li">In a ticket that isn't closed, click the <strong class="ph b">Form</strong> field in
the ticket properties panel, then select a form from the
drop-down list.<div class="p">
<div class="note">
<span class="notetitle">Note:</span> 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.</div>
</div>
<p class="p">You can't change the ticket form for a closed
ticket.</p>
<p class="p"><img class="image img-screenshot" height="NaN" id="topic-1__image_t4z_g1m_4k" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticketforms_agent_form_field.png" width="NaN"></p>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7755811560346#topic_vbd_gqx_vcc" target="_blank">About the agent
experience with form ticket
statuses</a>).</p>
<p class="p">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.
</p>
<p class="p">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.</p>
<p class="p">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.</p>
</li>
</ul>
</div>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> 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.</div>
</div>
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