Ticket Forms

What Are Ticket Forms?

Ticket forms define which fields are displayed when creating or editing a ticket in Zendesk. Different forms can present different sets of fields, allowing you to collect the right information based on the type of request. For example, a "Billing Inquiry" form might show payment-related fields, while a "Bug Report" form shows technical fields like browser and OS.

What Configly Captures

For each ticket form, Configly stores a complete snapshot of its configuration:

• Basic Information

  • Form name and display name
  • Active status -- whether the form is currently enabled
  • Default status -- whether it's the default form for new tickets

• Field Associations

  • List of ticket field IDs included on the form
  • Field display order

• Metadata

  • Zendesk ID
  • Created and updated timestamps

Viewing Ticket Forms

Navigate to Ticket Forms from your connection dashboard to see all your forms. You can:

• Browse all forms with their active/inactive status
• Search forms by name
• See total and active counts on the dashboard card
• Click any form to view its full field list and configuration

Common Dependencies

Ticket forms connect fields to the ticket creation experience:

Use dependency mapping to see relationships between forms and other objects.

Tips for Admins

Before Making Changes

• Before removing a field from a form, consider that agents and customers will no longer see that field when using this form. Check if any triggers or automations depend on data collected through that field.
• Before deactivating a form, check if triggers route tickets based on this form. Those triggers will stop matching tickets that would have used the deactivated form.
• Before changing the default form, remember that the default form is used when no other form is specified. This affects all channels that don't explicitly set a form.

Common Patterns

• Request-type routing -- Different forms for different request types (billing, technical, general) with triggers that route based on the form used
• Tiered data collection -- Simple forms for basic requests, detailed forms for complex issues that need more fields
• Brand-specific forms -- Different forms per brand, showing only fields relevant to that product

Maintenance

• Audit active forms periodically -- deactivated forms may indicate workflow changes that weren't fully cleaned up
• Compare the field lists across forms to ensure consistency (e.g., all forms should include required fields like priority)
• Verify that form-based triggers still match the correct forms after reorganisation

Using Configly

• Use snapshot comparison to detect when forms are modified -- field additions and removals affect the agent experience
• Use dependency mapping to understand which fields each form includes and which triggers reference each form
• Use What-If simulation to test form changes and see the impact on routing and data collection

Example Use Cases

Form Consolidation

You have too many ticket forms and want to simplify:

1. View all ticket forms in Configly and compare their field lists
2. Identify forms with similar or overlapping fields
3. Check which triggers route based on each form
4. Merge similar forms by combining their field lists
5. Update triggers to reference the consolidated form
6. Sync and compare snapshots to verify

New Intake Workflow

You're adding a new intake form for a specific request type:

1. Sync your current configuration
2. Create the new form in Zendesk with the appropriate fields
3. Add triggers to route tickets submitted through the new form
4. Sync again and compare snapshots to confirm the setup

Field Impact Check

You want to remove a custom field that you think is unused:

1. Search for the field in Configly
2. Check which ticket forms include it -- those forms will lose that field
3. Check which triggers or automations reference the field
4. If the field appears on active forms, decide whether to remove it from the forms first or remove the field entirely

Related Objects

• Custom Fields -- the fields that appear on ticket forms
• Triggers -- automated rules that can check which form was used
• Views -- filtered lists that can filter by ticket form
• Brands -- brands that can be associated with specific forms