Creating multiple ticket forms

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt; Forms</span>
</div>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with
permission</a> can create multiple ticket forms to support
different request types from customers. A ticket form is a set of predefined
ticket fields for a specific support request. </p>
<p class="p">The ticket form determines the fields and data a ticket contains and the order in
which these fields appear in a ticket. If custom ticket statuses have been
activated in your account, admins can also associate certain ticket statuses
to specific forms so that only relevant statuses are displayed to agents.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7755811560346" target="_blank">About form ticket
statuses</a>.</p>
<p class="p">You can create up to 300 ticket forms in your account.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_ic1_scd_k1b">
<li class="li"><a class="xref" href="#topic_srd_k3b_lk">Creating ticket
forms</a></li>
<li class="li"><a class="xref" href="#topic_uq3_4dc_cdb">Cloning ticket
forms</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_egm_nrd_t3b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426" target="_blank">Editing and managing ticket
forms</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_srd_k3b_lk">
<h2 class="title topictitle2" id="ariaid-title2">Creating ticket forms</h2>
<div class="body">
<p class="p">You can create multiple ticket forms for different support requests. For
example, you might create different forms, with different fields,
for different products. Or you might create different forms for
different workflows, such as "Hardware request" or "Refund
request."</p>
<p class="p">Forms can be visible to end users and agents or to agents only. If
multiple forms are visible to end users, then end users choose the
appropriate form to submit their request. </p>
<p class="p">Ticket field properties are set at the field level, not the form level.
So a ticket field's properties will be the same in all ticket forms
where the field appears. You cannot set form-specific properties for
a field. </p>
<p class="p">For example, if you set a field to be required, it will be required on
all ticket forms where it is used. You cannot make the same field
required on one form but optional on another form.</p>
<p class="p">You can use conditional ticket fields to hide and show fields in your
ticket forms (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834799770" target="_blank">Creating conditional ticket
fields</a>).</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Before you start, see our guide for designing
ticket forms, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882701338?option=2" target="_blank">Optimizing your
ticket forms for a better agent and end user
experience</a>.</div>
</div>
<div class="p">
<strong class="ph b">To create a ticket form</strong><ol class="ol" id="topic_srd_k3b_lk__ol_ggn_wkb_lk">
<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 <strong class="ph b">Add form</strong>.</li>
<li class="li">Click <strong class="ph b">New form</strong> to edit the name of the ticket
form. <p class="p">This is the name agents see from the ticket
form drop-down list in the ticket
interface.</p>
</li>
<li class="li">If you want the form to be visible to end users, select
the <strong class="ph b">Editable for end users</strong> check box.
<p class="p"><img class="image img-screenshot" id="topic_srd_k3b_lk__image_ad4_z31_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_forms_editable.png" width="300"></p>
<p class="p">If you
want the ticket form to appear to end users with a
different name, enter the name into the <strong class="ph b">Title
shown to end users</strong> field. This is the name end
users see in the support request form drop-down
list. </p>
<p class="p">If you select <strong class="ph b">Editable for end
users</strong>, but don't enter an end user name for
the form, the agent form name is used as the end
user form name.</p>
</li>
<li class="li">If you want to restrict the form to specific brands,
deselect <strong class="ph b">Apply to all brands</strong> and use the
field below the check box to select the brands that
should use this form. For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822414490" target="_blank">Branded ticket forms</a>.<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You cannot set a default ticket
form for a group, but you can create a trigger
that sets the "Ticket: Form" property. This
enables you to set the ticket form based on the
conditions you choose after a ticket is
created.</div>
</div>
</li>
<li class="li">Drag any ticket field from the right side, and drop it
onto the ticket form on the left side, to add it to
the ticket form. <p class="p">Alternatively, click the <strong class="ph b">Plus
sign</strong> (+) to add a ticket field to the
form.</p>
<p class="p">You can also search for the ticket
field you want to add and sort fields by various
criteria (name, date modified, date created).</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You can only add <em class="ph i">active</em> ticket fields
to a ticket form. If you want to add a field that
is not available, you need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832419738" target="_blank">activate that
ticket field first</a>.</div>
</div>
</li>
<li class="li">If you want to remove a ticket field from the form,
click the <strong class="ph b">X</strong> to remove it.<p class="p">By default, the
ticket form includes several system fields. Of the
system fields, only Type and Priority can be
removed.</p>
</li>
<li class="li">Drag ticket fields on the form to rearrange them.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">The new ticket form appears in the list of active ticket forms.</p>
<p class="p">If you create multiple ticket forms that are visible to end users, you
can customize the instructions that end users see for ticket forms
to help them choose the correct form. For more information, 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>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_uq3_4dc_cdb">
<h2 class="title topictitle2" id="ariaid-title3">Cloning ticket forms</h2>
<div class="body">
<p class="p">Cloning a ticket form creates a copy that you can modify and use for some
other purpose.</p>
<p class="p"><strong class="ph b">To clone a ticket form</strong></p>
<ol class="ol" id="topic_uq3_4dc_cdb__ol_vzh_pdc_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 clone and
then click the menu icon (<img class="image" id="topic_uq3_4dc_cdb__image_vcb_d5d_t3b" 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">Click <strong class="ph b">Clone</strong>.<p class="p">The clone is immediately created and saved
to your list of ticket forms. A page where you can
make edits to the clone appears.</p>
</li>
<li class="li">Change the name of the clone. <p class="p">The title of clone is the same
as the parent (the ticket form you used to create
the clone), unless you change it.</p>
</li>
<li class="li" dir="ltr">Update the clone as described above, in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426#topic_c5x_l3b_lk" target="_blank">Editing ticket
forms</a>. </li>
</ol>
</div>
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