With each department you have the option to create agent and user forms.

A form is a collection of fields which you can use to ensure correct information is captured as part of the ticket.

The agent form will be displayed as part of the ticket in the agent UI and the user form will be available in the Help Center for users to submit tickets through.

To edit these forms go to Ticket Structure > Departments > 'Department Name' > Forms

There is an option to use a default form across all departments or you can use a custom form per department.

You'll notice there's also a slider to switch between the user and agent form in the editor:

Adding ticket fields to forms

To add a ticket field to a form simply click the +Field button and select from the available list of fields:

For more information on creating and managing fields read our fields guide.