You can customize ticket forms in Desk365 by adding custom ticket fields that work for your specific needs. To get started, go to the Settings > Admin > Ticket Fields tab in your Desk365 helpdesk.
There are two types of custom fields:
1. Single Level Fields: These are fields that have a single level of hierarchy, fields like Dropdown, Text Input, Date, etc.
2. Multi-level fields: These fields have multiple levels of hierarchy. You can start at one level and based on the choice at the first level, the next level will display a different set of fields.
Let’s go through an example to see how to go about customizing the Create Ticket form. In this example, we want to change the Create Ticket form such that for each request we want the Contact to enter their department, their employee number and their joining date.
Dropdown for Department:
As a first step, drag and drop the Dropdown field from the left and drop it into the list on the right.
It’ll open up into a form where you can enter information pertaining to it.
Label for Agents: This name of the label is visible only to the Agents but not to contacts/end-users.
Label for Contacts: This name is visible to the contacts/end-users in the ticket form.
Dropdown choices: Add the values in dropdown choices textbox. Click on Add choice if you want to add more choices.
Click on the Save button to create the ‘Department’ custom field in your help desk.
Number field for Employee Number:
In our example, Employee Number happens to be a numeric field. To allow only numbers to be entered, drag and drop the ‘Number’ field from the left into the list of fields:
Enter the label you would like to use and click on the Save button.
Date field for Joining Date:
The last field we need to add is the Joining Date. For this, drag and drop the ‘Date’ field into the list of fields:
You can also drag and drop the custom fields to change the order in which they appear within the form.
Now, let’s say you want to add these custom fields to an existing default ticket form. For this example, let’s take the ‘Create Ticket’ form for the Support Portal.
You’ll find the form in the Ticket Forms tab. You’ll notice that it contains only two fields, Subject and Description by default.
Now, let’s add the newly created custom fields (Department, Employee No, and Joining Date) to the ticket form.
You can easily add them to the form right away by dragging these fields from the left and dropping them into the list on the right. This immediately adds them to the ticket form.
That’s it. Now, you can see all the five fields appear in the form. You can drag and drop to change ticket fields order if needed.
You can also click on any ticket field and mark them as required field in the Create Ticket form if needed.
This form can be accessed from the ‘Create Ticket’ menu in the Support Portal.
Let’s create a ticket by going to the Support Portal. Click on the ‘Create Ticket’ button at the top in the Support Portal.
You will notice all the ticket fields appear here in the Support Portal Ticket Form.
That’s it! We’re done configuring the Create Ticket form to include the Department, Employee Number and Joining Date fields in the Support Portal.
We just saw how easy it is to customize the Create Ticket form with your own fields.