Managing your ticket forms

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Location: Admin Center > Objects and rules > Tickets > Forms

A ticket form is a set of ticket
fields for a specific type of support request. If you have created multiple ticket forms, use the
Ticket forms page in Admin Center to manage them.
This article covers the following topics:

Changing the default ticket
form
Activating and
deactivating ticket forms
Changing the order of your
ticket forms
Searching for and filtering ticket forms
Deleting ticket
forms
Cloning ticket forms
Managing service request forms

To edit an individual ticket form, see Editing ticket forms. If you
want to change the instructions end users see when selecting a ticket form
or if you want to link directly to a ticket form, see Presenting ticket forms to end users.


Changing the default ticket form

All Zendesk Suite and Support plans have at least one standard ticket
form: Default ticket form. Some plans allow you to create
additional, custom ticket forms, and Employee Service Suite plans
include several additional standard ticket forms that are specific
to HR and IT.
If you have only one ticket form, it is your default ticket form. If you
create multiple ticket forms, then one of the forms will be set as
the default. You can change the default ticket form at any time. The
default form will always be visible to end users to ensure that you
have a request form to display to end users in Zendesk Support.
If you do not have any other active ticket forms, the default ticket form
automatically includes all of your active ticket fields, and any new
active ticket fields you create automatically appear on your default
form. However, when you have two or more active ticket forms, new
active ticket fields you create are not automatically added
to your default form; you have to manually add new ticket fields to
your default form when you have multiple active forms.

To change the default ticket form
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
Move the cursor over the ticket form that you want to
use as your default ticket form and then click the
options menu ( ) on the right side when
it appears.
Select Make default.
The new
default is set.
The ticket form that was
previously set as default remains visible to end
users. If you do not want that form to be visible
to end users, you can edit the form and deselect
the option Form name for end
users.



If you're using multiple brands Zendesk
recommends keeping the default ticket form for your account assigned
to all brands. If a brand can't access the default ticket form for
the account, the first ticket form available to the brand that is
listed
on the Ticket forms page will be used as the default. If the brand
doesn't have any forms assigned, the default ticket form is used
regardless.



Activating and deactivating ticket forms

Ticket forms are active by default and available to agents. Any active
forms that you've set as visible to end users will also be available
to end users.
You can deactivate a ticket form if you do not want it to be available to
agents and end users. Deactivating a ticket form does not affect
tickets where the form was previously applied.
Active and inactive ticket forms are grouped accordingly in the Ticket
Forms admin page.
To activate or deactivate a ticket form

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
Click the Active or Inactive tab.

Move the cursor over the ticket form that you want to activate
or deactivate and then click the options menu ( ) on the right side when it
appears.
Select Activate or Deactivate. The ticket form
moves to the active or inactive tab, depending on
the action you selected.





Changing the order of your ticket forms

The order that ticket forms appear on the Ticket Forms admin page
is also the order they appear in the drop-down list for agents in
the ticket page and for end users in Zendesk Support. The first form
in the list is used, by default, for AI agent tickets.
To change the order of your ticket forms

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
Click the name of the form you'd like to move, then drag it to a
new position. The ticket forms appear in the new
order.
You can’t drag ticket forms to or from
the Active and Inactive tabs.

Repeat if you'd like to move another ticket form to a new
position.




Searching for and filtering ticket forms

You can search for and filter ticket forms on the Ticket Forms
admin page by brand.
To search and filter for forms

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
Select the tab you want to search and filter: Ticket
forms or Service request forms. Service
request forms are special ticket forms used
exclusively for requests submitted
through the service
catalog.

Enter a form title in the search bar or click
Filters.
Select the filters you want to apply:

Brand: Filter by forms associated with
specific brands or Ticket forms without
brands.

Status: Filter by forms that are
active or inactive.


(Optional) If you already applied filters, you can clear them by
choosing Clear filters.





Deleting ticket forms

You can delete any active or inactive ticket form. Deleting a ticket form
does not affect tickets where the form was previously applied.
To delete a ticket form

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
Open the ticket form for editing.
In the upper-right corner, click the menu icon ( ) and choose
Delete.
A
confirmation screen displays.

Click Delete to delete the ticket form.




Cloning ticket forms

Information about how to clone ticket forms is located in Creating ticket forms to
support multiple request types.



Managing service request forms

Service request forms are a special type of ticket forms. Unlike other
ticket forms, service request forms are only used for requests submitted through the
service catalog.
Service request forms can't be edited or deleted.

To access a list of service catalog forms
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
On the Forms page, click the Service request
forms tab. From this list, you can add and
modify a service request form's conditional
fields or open Knowledge
admin.