Managing your ticket forms

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<p id="docs-hc-snippet" style="display: none;">Aticket formis a set of ticket fields for a specific type of support request. If you havecreated multiple ticket forms, use the Ticket forms page in Admin Center to manage them.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt; Forms</span>
</div>
<p class="p">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888481178" target="_blank">ticket form</a> is a set of ticket
fields for a specific type of support request. If you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">created multiple ticket forms</a>, use the
Ticket forms page in Admin Center to manage them. </p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic-1__ul_nrs_scy_wp">
<li class="li"><a class="xref" href="#topic_ldz_2rb_lk">Changing the default ticket
form</a></li>
<li class="li"><a class="xref" href="#topic_y1x_1bc_cdb">Activating and
deactivating ticket forms</a></li>
<li class="li"><a class="xref" href="#topic_xrp_1bc_cdb">Changing the order of your
ticket forms</a></li>
<li class="li"><a class="xref" href="#topic_nyh_1bc_cdb">Searching for and filtering ticket forms</a></li>
<li class="li"><a class="xref" href="#topic_k1d_1bc_cdb">Deleting ticket
forms</a></li>
<li class="li"><a class="xref" href="#topic_b5w_rwd_t3b">Cloning ticket forms</a></li>
<li class="li"><a class="xref" href="#topic_p3b_rwv_dgc">Managing service request forms</a></li>
</ul>
<p class="p">To edit an individual ticket form, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426" target="_blank">Editing ticket forms</a>. 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842873498" target="_blank">Presenting ticket forms to end users</a>.</p>
<div class="note" id="topic-1__note_g3z_nx1_fkc">
<span class="notetitle">Note:</span> The information in this article applies to ticket forms
only. Service request forms are special ticket forms related to service
catalog items that are created automatically and can't be edited or deleted.
To associate existing tickets with service catalog items, select a service
in the <em class="ph i">Service</em> ticket field. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698" target="_blank">Adding services to your service
catalog</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11114620990490" target="_blank">Converting tickets to service
requests</a>.</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ldz_2rb_lk">
<h2 class="title topictitle2" id="ariaid-title2">Changing the default ticket form</h2>
<div class="body">
<p class="p">All Zendesk Suite and Support plans have at least one standard ticket
form: <em class="ph i">Default ticket form</em>. Some plans allow you to create
additional, custom ticket forms.</p>
<p class="p">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.</p>
<p class="p">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 <em class="ph i">not</em> automatically added
to your default form; you have to manually add new ticket fields to
your default form when you have multiple active forms.</p>
<div class="p">
<strong class="ph b">To change the default ticket form</strong><ol class="ol" id="topic_ldz_2rb_lk__ol_zbj_41c_cdb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Move the cursor over the ticket form that you want to
use as your default ticket form and then click the
options menu (<img class="image" id="topic_ldz_2rb_lk__image_iqc_tpp_s3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_forms_menu_icon.png">) on the right side when
it appears.</li>
<li class="li">Select <strong class="ph b">Make default</strong>.<p class="p"><img class="image img-screenshot" id="topic_ldz_2rb_lk__image_nv4_5f1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_forms_make_default_v2.png" width="200"></p>
<p class="p">The new
default is set.</p>
<p class="p">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 <strong class="ph b">Form name for end
users</strong>.</p>
</li>
</ol>
</div>
<p class="p">If you're using multiple <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822414490" target="_blank">brands</a> 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
<a class="xref" href="#topic_xrp_1bc_cdb">listed</a>
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. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_y1x_1bc_cdb">
<h2 class="title topictitle2" id="ariaid-title3">Activating and deactivating ticket forms</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">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.</p>
<p class="p">Active and inactive ticket forms are grouped accordingly in the <strong class="ph b">Ticket
Forms</strong> admin page.</p>
<p class="p"><strong class="ph b">To activate or deactivate a ticket form</strong></p>
<ol class="ol" id="topic_y1x_1bc_cdb__ol_c4k_cbc_cdb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Active</strong> or <strong class="ph b">Inactive</strong> tab.<p class="p"><img class="image img-screenshot" id="topic_y1x_1bc_cdb__image_itt_kqp_s3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_forms_active_tab.png" width="400"></p>
</li>
<li class="li">Move the cursor over the ticket form that you want to activate
or deactivate and then click the options menu (<img class="image" id="topic_y1x_1bc_cdb__image_fbp_qqp_s3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_forms_menu_icon.png">) on the right side when it
appears.</li>
<li class="li">Select <strong class="ph b">Activate</strong> or <strong class="ph b">Deactivate</strong>.<p class="p">The ticket form
moves to the active or inactive tab, depending on
the action you selected.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xrp_1bc_cdb">
<h2 class="title topictitle2" id="ariaid-title4">Changing the order of your ticket forms</h2>
<div class="body">
<p class="p">The order that ticket forms appear on the <strong class="ph b">Ticket Forms</strong> 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.</p>
<p class="p"><strong class="ph b">To change the order of your ticket forms</strong></p>
<ol class="ol" id="topic_xrp_1bc_cdb__ol_rr3_lbc_cdb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Click the name of the form you'd like to move, then drag it to a
new position.<p class="p">The ticket forms appear in the new
order.</p>
<p class="p">You can’t drag ticket forms to or from
the Active and Inactive tabs.</p>
</li>
<li class="li">Repeat if you'd like to move another ticket form to a new
position.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_nyh_1bc_cdb">
<h2 class="title topictitle2" id="ariaid-title5">Searching for and filtering ticket forms</h2>
<div class="body">
<p class="p">You can search for and filter ticket forms on the <strong class="ph b">Ticket Forms</strong>
admin page by brand.</p>
<p class="p" dir="ltr"><strong class="ph b">To search and filter for forms</strong></p>
<ol class="ol" id="topic_nyh_1bc_cdb__ol_mcg_rbc_cdb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Select the tab you want to search and filter: <strong class="ph b">Ticket
forms</strong> or <strong class="ph b">Service request forms</strong>.<p class="p">Service
request forms are special ticket forms used
exclusively for requests <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951695514" target="_blank">submitted</a>
through the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698" target="_blank">service
catalog</a>.</p>
</li>
<li class="li" dir="ltr">Enter a form title in the search bar or click
<strong class="ph b">Filters</strong>. </li>
<li class="li">Select the filters you want to apply:<ul class="ul" id="topic_nyh_1bc_cdb__ul_lt1_zxv_dgc">
<li class="li">
<strong class="ph b">Brand</strong>: Filter by forms associated with
specific brands or <strong class="ph b">Ticket forms without
brands</strong>.</li>
<li class="li">
<strong class="ph b">Status</strong>: Filter by forms that are
<strong class="ph b">active</strong> or <strong class="ph b">inactive</strong>.</li>
</ul>
</li>
<li class="li">(Optional) If you already applied filters, you can clear them by
choosing <strong class="ph b">Clear filters</strong>.<p class="p"><img class="image img-screenshot" id="topic_nyh_1bc_cdb__image_oj3_m2q_s3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_forms_clear_filters.png" width="200"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_k1d_1bc_cdb">
<h2 class="title topictitle2" id="ariaid-title6">Deleting ticket forms</h2>
<div class="body">
<p class="p">You can delete any active or inactive ticket form. Deleting a ticket form
does not affect tickets where the form was previously applied.</p>
<p class="p"><strong class="ph b">To delete a ticket form</strong></p>
<ol class="ol" id="topic_k1d_1bc_cdb__ol_wkm_ybc_cdb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Open the ticket form for editing.</li>
<li class="li">In the upper-right corner, click the menu icon (<img class="image" id="topic_k1d_1bc_cdb__image_h32_vd1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_forms_menu_icon.png">) and choose
<strong class="ph b">Delete</strong>.<p class="p"><img class="image img-screenshot" id="topic_k1d_1bc_cdb__image_gry_mf1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_forms_delete_v2.png" width="200"></p>
<p class="p">A
confirmation screen displays.</p>
</li>
<li class="li">Click <strong class="ph b">Delete</strong> to delete the ticket form.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_b5w_rwd_t3b">
<h2 class="title topictitle2" id="ariaid-title7">Cloning ticket forms</h2>
<div class="body">
<p class="p" dir="ltr">Information about how to clone ticket forms is located in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">Creating ticket forms to
support multiple request types</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_p3b_rwv_dgc">
<h2 class="title topictitle2" id="ariaid-title8">Managing service request forms</h2>
<div class="body">
<p class="p">Service request forms are a special type of ticket forms. Unlike other
ticket forms, service request forms are only used for requests <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_ijj_s2k_cgc" target="_blank">submitted</a> through the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698" target="_blank">service catalog</a>.
Service request forms can't be edited or deleted.</p>
<div class="p">
<strong class="ph b">To access a list of service catalog forms</strong><ol class="ol" id="topic_p3b_rwv_dgc__ol_pnm_rxv_dgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">On the Forms page, click the <strong class="ph b">Service request
forms</strong> tab.<p class="p">From this list, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834799770" target="_blank">add and
modify</a> a service request form's conditional
fields or open <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge
admin</a>.</p>
</li>
</ol>
</div>
</div>
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