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Ticket Forms

What Are Ticket Forms?

Ticket forms in Zendesk define which fields are displayed when creating or editing a ticket. Different forms can show different sets of fields, allowing you to collect the right information based on the type of request.

What Configly Captures

For each ticket form, Configly stores:

  • Form name
  • Active status — whether the form is currently enabled
  • Default status — whether it's the default form
  • Associated ticket fields — which fields appear on the form

Viewing Ticket Forms

Navigate to Ticket Forms from your connection dashboard to see all your forms and their field configurations.

Why Ticket Forms Matter

Ticket forms determine the agent and customer experience:

  • Triggers can fire based on which form was used to create a ticket
  • Views can filter tickets by form
  • Custom fields are displayed (or hidden) based on the form configuration
  • Removing a field from a form doesn't delete it — but it changes what agents and customers see
  • Custom Fields — fields displayed on ticket forms
  • Triggers — automated rules that can check which form was used
  • Views — filtered lists that can filter by ticket form