Build ticket forms with conditions

Available on: Growth, Pro, Enterprise.

A ticket form is the set of fields for one kind of request, such as "Refund" or "Technical problem". Conditional fields appear only when they become relevant.

Create a form

1. Open Admin Center, Tickets, Ticket forms and choose New form.
2. Enter the Name (agents) and, optionally, a Name in the help centre.
3. Turn on Editable for end users so customers can pick it when they submit a request.
4. Turn on Default form if new tickets without a form should use it.
5. Under Brands, offer the form only on some brands, or none for every brand.
6. Under Fields, click fields on the right to add them, and drag to reorder.

Add conditions

Under Conditional fields, set separate conditions for Agents and End users:

1. Choose Add condition.
2. When a drop-down, multi-select or checkbox field is a value,
3. Show these fields, and tick Required for those that must be filled.

For example: when "Reason" is "Delivery", show "Order number" and make it required.

The Preview shows the form as an agent or an end user sees it.

Manage forms

• Drag forms in the list to set their order. Clone copies a form.
• Active turns a form off. Delete removes it; tickets keep their field values.

Fields themselves are created under Admin Center, Tickets, Ticket fields.

Related

• Ticket fields and forms
• Let customers submit and track requests
• Customise the ticket layout