Forms & Fields for Tickets help your support team collect structured information directly within tickets. Instead of relying on scattered notes or back-and-forth conversations, agents can capture the right information in a consistent format while assisting customers.

This improves ticket quality, reduces follow-ups, and helps teams resolve issues faster.

Ticket Forms are customizable templates that group related fields together.

You can create different forms for different support workflows, such as:

Agents can fill in the relevant form directly from the ticket details panel, ensuring all required information is captured during the conversation.

Ticket Fields are customizable data fields that store information specific to a ticket.

They allow agents to record structured details beyond standard ticket information, making it easier to track, search, and manage customer requests.

Examples include:

The following field types are supported:

Mark important fields as required to ensure agents collect critical information before completing a ticket workflow.

This helps maintain data quality and reduces missing information.

Assign a default form to automatically appear on newly created tickets.

This ensures consistency across your support process and helps agents start with the right information structure.

Forms and fields that are no longer needed can be deactivated without affecting historical ticket data.

This allows you to keep your workspace organized while preserving previously collected information.

Ensure every ticket contains the information your team needs.

Agents spend less time figuring out what information to collect and more time solving customer issues.

Required fields help prevent missing details that often lead to additional customer interactions.

Structured ticket information makes it easier to analyze trends, identify common issues, and improve support operations.

Forms & Fields for Tickets provide a structured way to capture important information directly within the helpdesk, helping teams improve efficiency, maintain consistency, and deliver better customer support experiences.

1. Navigate to Fields page on Dashboard

2. Create the necessary fields

3. Navigate to Forms page to create ticket forms.

4. Add the necessary fields to create a form.

5. Fill the form against the ticket in Helpdesk.

1. Where can agents view and fill ticket forms?

Agents can view and complete ticket forms directly from the right panel in the Helpdesk. The form associated with the ticket will appear on the right-hand side, allowing agents to capture relevant information while interacting with customers.

2. Can I create multiple forms for different ticket types?

Yes. You can create multiple forms tailored to different workflows, such as refund requests, technical issues, onboarding assistance, or escalation processes.

3. Can a form be assigned automatically to new tickets?

Yes. You can configure a default form that is automatically attached to every newly created ticket, ensuring a consistent support process.

4. What happens if a required field is left empty?

Required fields must be completed before agents can proceed with actions that enforce form validation. This helps ensure critical information is not missed during ticket handling.

5. Can I edit field values after they have been filled?

Yes. Agents can update field values as new information becomes available during the customer conversation, subject to their permissions.

6. Can I deactivate a form or field that is no longer needed?

Yes. Forms and fields can be deactivated at any time. Deactivated items will no longer be available for use, but previously collected data will remain intact.

8. What happens to historical ticket data if a field or form is deactivated?

Historical ticket data is preserved. Deactivating a form or field only prevents future use and does not remove existing information from past tickets.

9. Can I make only specific fields mandatory?

Yes. You can configure individual fields as required while keeping others optional, allowing you to collect only the most important information consistently.

10. Can the same field be reused across multiple forms?

Yes. Fields can be reused across different forms, allowing you to maintain consistency and avoid creating duplicate fields.

11. Can agents select different forms for different tickets?

Yes. If multiple forms are configured, agents can use the form that best matches the customer's request and support workflow.

12. Will deactivating a field remove it from existing tickets?

No. Existing tickets will continue to retain any previously entered values. Deactivation only prevents the field from being used in future tickets or form configurations.

For further assistance or to raise feature requests related to Ticket Forms and Fields, please contact [email protected].