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Ticket form layouts

Ticket Fields

You can configure the fields which appear in forms used to submit and edit tickets.

For users, these include the Contact Us form in the web portal, and any embedded contact forms.

For agents, this is the ticket form in the agent interface.

You can have different layouts depending on the ticket department, and different layouts for agents and users within each department. You can also choose to change how fields behave based on conditions: for example, only showing the field during ticket creation or if the ticket is about a certain product.

The default value of a field, and the data validation rules for what values to accept, are properties of the field, not the form, but you can have different validation rules for users and agents.

To edit a form layout, go to Tickets > Departments and click on the Layout tab.

By default, all your forms use the same default layout; editing the default will affect the forms for all of your departments. The buttons at the top of the Layout tab enable you to switch between editing the default, or to edit the form just for the current department.


On the left is the list of fields currently in the form; the blue tabs at right are fields which are available for adding to the form (including custom fields for both tickets and users).


Any custom fields you create are available to add to the ticket forms layouts.

Drag and drop the fields you want onto the form. You can also set the order by dragging the fields on the form up and down.


The CAPTCHA field adds an automatic test to make it harder for automated bots to create junk tickets. This field is only shown to users who are not logged in.

You can include user and organization fields in your form layouts, as well as ticket fields. Data submitted into these fields will be added to the profile of the user or organization that owns the ticket. See the section on Custom CRM fields for details.

Field conditions

For all but the compulsory fields, you can click the small gear icon to set the details of how the field should behave:


The options for a field are:

  • Show this field during ticket creation
  • Let the user view this field after the ticket is created/Show the field to agents when viewing the ticket
    • Only show when there is a value - if enabled, when a user views an existing ticket, they will not see the field if it’s empty
  • Let the user edit this field after the ticket is created/Allow agents to edit the field
  • Only show this field based on custom criteria

So you can, for example, have users set a priority for a ticket when they initially submit it, which they can’t then change; or have a field that users can see but only agents can edit.


Only show this field based on custom criteria lets you show a field selectively if it matches all or any of your specified:

  • Department
  • Product
  • Category
  • Priority
  • Workflow

For example, suppose your company’s “Robo-cat” hardware products have a unique serial number which is useful for debugging, but your other products don’t. You want to have the user form ask for a serial number for Robo-cat products only, and only for tickets to the Support department (since users submitting Sales tickets don’t have the product yet).


You can also set validation rules about the field values that the user/agent is allowed/required to enter. You can do this using the individual field settings in Tickets > Fields.


Any validation rules you set only apply if the field is being displayed.

See the section on Field validation and display for more details.

Authors list

First published: 23/03/2017

Last updated: Oct 16, 2019 by Grace Howlett